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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three techniques of active listening? (choose three)

A) Concentrating
B) Taking notes
C) Researching the problem
D) Acknowledging the customer

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

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

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

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

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

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

5. What is the key benefit of a positive work environment?

A) The need for recognition of individual effort is minimized
B) Management involvement is separated from individual involvement
C) Rapport among team members is increased
D) Diversification of skill sets is minimized

Solutions: