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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Identify changes to products, services and processes
B) Determine management bonuses
C) Evaluate customer satisfaction with products, services and personnel
D) Measure performance of individual analysts at the help desk

2. What is the key benefit of using a web site for reference?

A) It is computer-based
B) It is printable
C) It provides private access
D) It provides searchable topic fields

3. What are three characteristics of effective inter-departmental relationship?

A) Support of other departments even when they make a mistake
B) Shared management responsibilities
C) Shared information between departments within your organization
D) Treatment of others in your organization as if they were your customer

4. What is the primary purpose of an on-going (event) survey?

A) Trend customer satisfaction between annual surveys
B) Measure individual analyst performance
C) Determine employee bonuses
D) Evaluate customer satisfaction with products, services, and personnel

5. Place the Problem solving steps in order.

Solutions: