HDI HD0-100 - Help Desk Analyst (HDA) Exam
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Total 116 questions
Question #1 (Topic: )
Click the Task button. Place each style next to its attribute. For instructions on how to
answer a Drag and Drop question, click the Help button.
answer a Drag and Drop question, click the Help button.
Answer: [HDI-HD0-100-3.0/HDI-HD0-100-2_2.png]
Question #2 (Topic: )
What is a key benefit of purchasing a knowledge database?
A. It provides comprehensive information on proprietary applications
B. It is inexpensive to purchase
C. It provides comprehensive information on commonly used hardware and software
D. It is inexpensive to update
Answer: C
Question #3 (Topic: )
Which three are the most common type of network problems? (Choose three.)
A. Collisions, congestion, and delays
B. Segment or ring does not respond, traffic limited, no workaround
C. Systems will not reboot
D. Users cannot reach connected devices, i.e., PC, servers, workstations
Answer: A,B,D
Question #4 (Topic: )
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
Answer: B
Question #5 (Topic: )
What are two benefits of encouraging customers to follow standard procedures? (Choose
two.)
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
Answer: C,D
