Enough for the tests after 20 or 30 hours'practice
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Free renewal in one year
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High guarantee for the personal interests of customers
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HDI HD0-100 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Skills | 30% | - Telephone and email etiquette - Active listening and communication - Empathy and professionalism - Handling difficult customers |
| Topic 2: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 3: Incident Management Processes | 25% | - Prioritization and escalation - Logging and tracking incidents - Resolution and closure procedures |
| Topic 4: Service Management & Best Practices | 15% | - Service level agreements (SLAs) - ITIL basics - Support processes and workflows |
| Topic 5: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Root cause analysis - Diagnostic techniques |
HDI Help Desk Analyst (HDA) Sample Questions:
1. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?
A) Inform the other help desk analysts
B) Call all customers that use the server
C) Troubleshoot the problem yourself
D) Wait for customers to call the help desk
2. What is paraphrasing?
A) Repeating what the customer says using your own words
B) Using lots of long words when speaking to A customer
C) Telling the customer what they meant to say
D) Repeating what the customer says in their words
3. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)
A) Keeps customers up-to-date on new applications
B) Results in customers calling less frequently
C) Helps customers make better decisions
D) Improves quality and accuracy
4. Which metric indicates how often A customer may need a follow-up call to achieve resolution?
A) Capture rate
B) Call return rate
C) Abandon rate
D) First call resolution rate
5. What is the first thing you should do if you think there is unlicensed software on computers at your company?
A) Notify IT/legal/security departments
B) Notify industry piracy association
C) Notify software vendor
D) Do nothing, everyone already knows
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B,C | Question # 4 Answer: D | Question # 5 Answer: B |
