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HDI Help Desk Analyst (HDA) Sample Questions:

1. What should you do to assess A customer level of knowledge?

A) Ask closed questions
B) Assume the customer has a basic level of knowledge
C) Provide more detailed explanations
D) Ask open questions

2. In which two instances is it appropriate to use the customers first name? (choose two)

A) During the initial interaction with the customer
B) During informal communication
C) When the customer becomes irate
D) When you have established a good rapport with the customer

3. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Identify changes to products, services and processes
B) Measure performance of individual analysts at the help desk
C) Evaluate customer satisfaction with products, services and personnel
D) Determine management bonuses

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

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

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

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

Solutions: