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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is a key benefit of a knowledge-base system?

A) Decreases network traffic
B) Increase call volume
C) Saves time and money
D) Requires lower maintance

2. Why are customer satisfaction surveys important?

A) They determine what level of support the customer is receiving
B) They determine the percentage of first call resolution (FCR)
C) They reveal how the help desk is perceived by the customer
D) They reveal what abandon rate is acceptable

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

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

4. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A) Ask the customer if a start button or disk icon appears on the screen
B) Ask the customer if he is the only one who can print to this server
C) Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.
D) Ask the customer if he has experienced any problems recently with any other applications

5. Which approach is preferable when responding to A customer?

A) Use vocabulary to match the customer's level of knowledge
B) Use industry terminology to educate the customer
C) Use the simplest terminology that is understood by all levels of knowledge
D) Use acronyms that are commonly used in the industry

Solutions: