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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

Question 1

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. Be less time-disciplined
B. Slow the pace
C. Stay on target
D. Project confidence
E. Focus on the facts

Question 2

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

A. It is printable
B. It provides private access
C. It provides searchable topic fields
D. It is computer-based

Question 3

Which topologies are used to provide interconnectivity between networks?

A. TCP/IP, UNIX, and IPX/SPX
B. T-1s, ISDN, and Mainframe
C. Ethernet, Fiber Optic, and Token Ring
D. RS-232, Analogue, and Voice

Question 4

What two considerations need to be made when sharing workspace? (Choose two.)

A. Share only with persons with similar likes/dislikes
B. Discretion and courtesy when decorating
C. None, each person needs to take care of it themselves
D. Maintain a clean environment

Question 5

What is a benefit of purchasing a knowledge database?

A. It is inexpensive to purchase
B. It provides comprehensive information on proprietary applications
C. It provides comprehensive information on commonly used hardware and software
D. It is inexpensive to update

Solutions: