HDI HD0-100 Actual Free Exam Questions & Community Discussion

Exam Code/Number: HD0-100
Exam Name/Title: Help Desk Analyst (HDA)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification

Exam Questions: 116
Updated On: May 29, 2026

Question #28

What are three obstructions to active listening? (Choose three.)

A. Prior knowledge

B. Positive reinforcement

C. Emotional carry-over

D. Situational constraints

Discussion 0

Correct Answer: A,C,D Vote an answer

Question #29

Which technique will best optimize talk time?

A. Analyst asks clarifying questions

B. Analyst adjust to customer pace and competence level

C. Customer should be prepared to actively listen

D. Analyst uses business language

Discussion 0

Correct Answer: B Vote an answer

Question #30

An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successful manage the call? (choose three)

A. Stay on target

B. Project confidence

C. Focus on the facts

D. Slow the pace

E. Be less time-disciplined

Discussion 0

Correct Answer: A,C,D Vote an answer

Question #31

Which statement about service level agreements (SLAs) is true?

A. SLAs are used to document customer expectations only

B. SLAs are not used to document costumer or service provider expectations Service Level Agreement-A contract between the provider and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers, as well as internally by IT shops and their end users. They can specify bandwidth availability, response times for routine and ad hoc queries and response time for problem resolution (network down, machine failure, etc.). SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. For example, if the problem persists after 30 minutes, a supervisor is notified; after one hour, the account representative is contacted.

C. SLAs are used to document customer and service provider expectations

D. SLAs are used to document service provider expectations only

Discussion 0

Correct Answer: C Vote an answer

Question #32

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

A. It provides searchable topic fields

B. It provides private access

C. It is printable

D. It is computer-based

Discussion 0

Correct Answer: A Vote an answer

Question #33

Which two actions reflect a supportive help desk environment? (choose two)

A. Analysts work through lunch

B. Analysts attend Help Desk meetings

C. Analysts take part the decision-making process

D. Analysts work with specific customer issues

Discussion 0

Correct Answer: A,D Vote an answer

Question #34

You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A. Use reference documentation

B. Suggest that the customer ask a peer

C. Escalate the problem

D. Ask a peer

Discussion 0

Correct Answer: C,D Vote an answer

Question #35

What is paraphrasing?

A. Repeating what the customer says using your own words

B. Using lots of long words when speaking to A customer

C. Telling the customer what they meant to say

D. Repeating what the customer says in their words

Discussion 0

Correct Answer: A Vote an answer

Question #36

What is a benefit of purchasing a knowledge database?

A. It is inexpensive to update

B. It is inexpensive to purchase

C. It provides comprehensive information on proprietary applications

D. It provides comprehensive information on commonly used hardware and software

Discussion 0

Correct Answer: D Vote an answer

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