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HDI HD0-100 Online Practice Questions and Exam Preparation

HD0-100 Exam Details

  • Exam Code
    :HD0-100
  • Exam Name
    :HDI Help Desk Analyst (HDA)
  • Certification
    :HDI Certifications
  • Vendor
    :HDI
  • Total Questions
    :116 Q&As
  • Last Updated
    :Jul 08, 2026

HDI HD0-100 Online Questions & Answers

  • Question 41:

    Why are customer satisfaction surveys important?

    A. They determine the percentage of first call resolution (FCR)
    B. They reveal how the help desk is perceived by the customer
    C. They reveal what abandon rate is acceptable
    D. They determine what level of support the customer is receiving

  • Question 42:

    Which topologies are used to provide interconnectivity between networks?

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

  • Question 43:

    A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

    A. Ask the customer if a start button or disk icon appears on the screen
    B. Ask the customer if he is the only one who can print to this printer
    C. Ask the customer if he has experienced any problems recently with any other applications
    D. Guide the customer through checking the printer connection and making sure the power is turned on

  • Question 44:

    You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

    A. Suggest that the customer ask a peer
    B. Ask a peer
    C. Escalate the problem
    D. Use reference documentation

  • Question 45:

    Which three techniques describe basic creative thinking? (Choose three.)

    A. Taking the complex approach
    B. Changing your perspective
    C. Looking beyond the evident
    D. Developing alternatives

  • Question 46:

    What are three key strengths of critical thinkers? (Choose three.)

    A. They are analytical
    B. They areorganised
    C. They are empathetic
    D. They are logical

  • Question 47:

    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. Reset the customer expectation for low severity problemsReset the customer? expectation for low severity problems
    B. Refer the customer to the service level agreement (SLA)
    C. Assess the technical and business issues and negotiate until you and the customer agree
    D. Record the problem as a low severity

  • Question 48:

    In which three situations is escalating a call to management appropriate? (Choose three.)

    A. When you have little or no experience with the problem
    B. When you have exhausted all your available resources
    C. When the customer requests it
    D. When the service level agreement (SLA) requires it

  • Question 49:

    Which two techniques are used to match a caller's style? (Choose two.)

    A. Style
    B. Paraphrasing
    C. Restating
    D. Vocabulary

  • Question 50:

    Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

    A. Corporate home pages
    B. Work/problem ticket request pages
    C. Frequently asked questions (FAQs)
    D. Knowledge databases

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