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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. Which three metrics would be affected by training? (choose three)

A) Average call time
B) First call resolution
C) Abandon rate
D) After call work time

3. Which two facts about customer satisfaction are true? (choose two)

A) More customers are lost to poor service than poor product
B) More customer contacts can be made over the phone than in person
C) Customers from opinions about organizations based on contact with a small portion of that organization
D) It is more costly to retain A customer than acquire a new one

4. In which three circumstances is it appropriate to use open question? (Choose three.)

A) When you have exhausted your possibilities
B) When your time is limited
C) When you need the customer elaborate
D) When you need to build rapport

5. For which three reasons do companies implement security polices? (choose three)

A) Corporate responsibility
B) Loss prevention
C) Legal mandate
D) Lower costs

Solutions: