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HDI HD0-100 Exam With Confidence Using Practice Dumps

Exam Code:
HD0-100
Exam Name:
Help Desk Analyst (HDA)
Vendor:
Questions:
116
Last Updated:
Apr 4, 2025
Exam Status:
Stable
HDI HD0-100

HD0-100: HDI World wide Certification Exam 2025 Study Guide Pdf and Test Engine

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Help Desk Analyst (HDA) Questions and Answers

Question 1

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

Options:

A.

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

B.

Refer the customer to the service level agreement (SLA)

C.

Assess the technical and business issues and negotiate until you and the customer agree

D.

Record the problem as a low severity

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Question 2

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?

Options:

A.

Find someone else who can understand the customer better

B.

Inform the customer that you cannot understand them and there is nothing you can do to help them

C.

Ask the customer is there is someone else in their organisation for you to talk to

D.

Tell the customer you are having difficulty understanding them

Question 3

What is the number one goal of support services?

Options:

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To keep the customer performing at the highest level possible

D.

To obtain information for any questions that are asked