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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What are peripheral devices?

A) Devices that are connected to the computer and become the processing unit
B) Devices that are connected to the computer, but are external in relationships to the processing unit
C) Devices that are connected to the computer, but are neither internal nor external to the processing unit
D) Devices that are connected to the computer and are internal in relationship to the processing unit

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

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

4. Companies typically restrict access to which three types of data? (Choose three.)

A) Office location
B) Proprietary information
C) Personnel records
D) Payroll information

5. What is deductive reasoning?

A) Reasoning based on analysis and experience
B) Reasoning based on experience and intuition
C) Reasoning based on logic and analysis
D) Reasoning based on intuition and process of elimination

Solutions: