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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. What does the abbreviation CTI stand for?

A) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.
B) Computer Telephony Integration
C) Calls, Telephones, and Internet
D) Customer Telephone Interface

2. What is deductive reasoning?

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

3. You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A) Troubleshoot the problem yourself
B) Inform the other help desk analysts
C) Call all customers that use the server
D) Wait for customers to call the help desk

4. An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?

A) The analyst has another analyst call the customer
B) The analyst calls the customer back and blames the incorrect information on bad documentation
C) The analyst calls the customer back to correct the information
D) The analyst closes the call and moves to the next call

5. What are three components of CTI? (choose three)

A) NT domain server
B) ACD
C) Integration server
D) IVR

Solutions: