Free HDI HD0-100 Practice Test & Real Exam Questions

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 30, 2026

Question #1

Place the Problem solving steps in order.

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Correct Answer:

Question #2

Place the network terms that are most related to one another and that provide similar functionality next to each other.

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Correct Answer:

Question #3

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

A. Emotional carry-over

B. Situational constraints

C. Positive reinforcement

D. Prior knowledge

Discussion 0

Correct Answer: A,B,D Vote an answer

Question #4

What are three important attributes of high-quality leaders? (Choose three.)

A. They stimulate creativity and innovation among subordinates

B. They use authority and control to direct the subordinates

C. They encourage interest and curiosity among subordinates

D. They provide a channel through which problems can be aired

Discussion 0

Correct Answer: A,C,D Vote an answer

Question #5

What is the number one goal of support services?

A. To keep the customer performing at the highest level possible

B. To give technical support to anyone who calls

C. To resolve all calls requiring technical support

D. To obtain information for any questions that are asked

Discussion 0

Correct Answer: A Vote an answer

Question #6

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. Ask open questions

D. Provide more detailed explanations

Discussion 0

Correct Answer: A Vote an answer

Question #7

What are three characteristics of effective inter-departmental relationship?

A. Shared management responsibilities

B. Treatment of others in your organization as if they were your customer

C. Shared information between departments within your organization

D. Support of other departments even when they make a mistake

Discussion 0

Correct Answer: B,C,D Vote an answer

Question #8

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

A. When the customer becomes irate

B. When you have established a good rapport with the customer

C. During the initial interaction with the customer

D. During informal communication

Discussion 0

Correct Answer: A,C Vote an answer

Question #9

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A. Inform the customer that the product is not supported

B. Develop alternatives

C. Apologies for not being able to assist the customer

D. Determine what the real need is

Discussion 0

Correct Answer: B,C Vote an answer

Question #10

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

A. 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.

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

C. SLAs are used to document customer expectations only

D. SLAs are used to document service provider expectations only

Discussion 0

Correct Answer: B Vote an answer

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