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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which question allows you to determine whether or not your customer is logged on to the network?

A) Can you access e-mail?
B) What is your login ID?
C) Which drives are displayed on your computer?
D) Are you logged on to the network?

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

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

3. What is inductive reasoning?

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

4. In which three ways can you create a positive image of your organization? (choose three)

A) Provide consistent and fair services
B) Respond to customers in a timely fashion
C) Display sensitivity to the feelings of your customers
D) Follow all call-flow procedures

5. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Tell the customer to "snap out of it"
B) Raise your voice when asking questions
C) Empathize with the customer
D) Regularly use the customer's first name

Solutions: