HDI : HD0-100 Questions & Answers
Updated: Jun 01, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
Download Limit: Unlimited
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HDI Help Desk Analyst (HDA) Sample Questions:
1. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
A) Refer the customer to the service level agreement (SLA)
B) Reset the customer expectation for low severity problems
C) Assess the technical and business issues and negotiate until you and the customer agree
D) Record the problem as a low severity
2. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)
A) Be confident
B) Be efficient
C) Be talkative
D) Be agreeable to all customers opinions
E) Be enthusiastic, but natural
3. What are three reasons for providing consistent service? (Choose three.)
A) To ensure empathy to customer needs
B) To guarantee professionalism
C) To ensure a commitment to excellence
D) To instill confidence in your customer
4. An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)
A) Focus on the facts
B) Be less time-disciplined
C) Stay on target
D) Project confidence
E) Slow the pace
5. What are three obstructions to active listening? (Choose three.)
A) Positive reinforcement
B) Situational constraints
C) Emotional carry-over
D) Prior knowledge
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,B,E | Question # 3 Answer: B,C,D | Question # 4 Answer: A,C,E | Question # 5 Answer: B,C,D |
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