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HDI HD0-100 Exam Syllabus Topics:

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) Call return rate
C) Abandon rate
D) First call resolution rate

2. Place the Problem solving steps in order.

3. Which topologies are used to provide interconnectivity between networks?

A) RS-232, Analogue, and Voice
B) Ethernet, Fiber Optic, and Token Ring
C) TCP/IP, UNIX, and IPX/SPX
D) T-1s, ISDN, and Mainframe

4. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) E-mail
B) Broadcast messaging
C) Short text messaging
D) Voice mail

5. What does the abbreviation CTI stand for?

A) Computer Telephony Integration
B) Customer Telephone Interface
C) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.
D) Calls, Telephones, and Internet

Solutions: