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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Skills | 30% | - Handling difficult customers - Active listening and communication - Empathy and professionalism - Telephone and email etiquette |
| Topic 2: Service Management & Best Practices | 15% | - ITIL basics - Support processes and workflows - Service level agreements (SLAs) |
| Topic 3: Incident Management Processes | 25% | - Logging and tracking incidents - Resolution and closure procedures - Prioritization and escalation |
| Topic 4: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Diagnostic techniques - Root cause analysis |
| Topic 5: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
HDI Help Desk Analyst (HDA) Sample Questions:
1. Which metric indicates how often A customer may need a follow-up call to achieve resolution?
A) Capture rate
B) First call resolution rate
C) Abandon rate
D) Call return rate
2. Which two actions reflect a supportive help desk environment? (choose two)
A) Analysts attend Help Desk meetings
B) Analysts work with specific customer issues
C) Analysts work through lunch
D) Analysts take part the decision-making process
3. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
A) Results in customers calling less frequently
B) Keeps customers up-to-date on new applications
C) Improves quality and accuracy
D) Helps customers make better decisions
4. What is the number one goal of support services?
A) To obtain information for any questions that are asked
B) To resolve all calls requiring technical support
C) To give technical support to anyone who calls
D) To keep the customer performing at the highest level possible
5. Which four statements about self-help materials are true?
A) They should be timely and relevant
B) Their location should be explained to employees
C) They should replace the need for instructor-led training
D) They should be user-friendly
E) They should contain accurate information
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,C | Question # 3 Answer: A,D | Question # 4 Answer: D | Question # 5 Answer: A,B,D,E |
