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

2. Which metric indicates how long A customer has to wait before talking to an analyst?

A) Average speed of answer
B) Average talk time
C) Average capture time
D) Average call time

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

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

4. What two considerations need to be made when sharing workspace? (Choose two.)

A) Maintain a clean environment
B) None, each person needs to take care of it themselves
C) Share only with persons with similar likes/dislikes
D) Discretion and courtesy when decorating

5. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Independence
B) Lack of ownership
C) Lack objectives
D) Good team morale

Solutions: