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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are three reasons for providing consistent service? (Choose three.)

A) To guarantee professionalism
B) To ensure a commitment to excellence
C) To instill confidence in your customer
D) To ensure empathy to customer needs

2. What does the abbreviation CTI stand for?

A) Computer Telephony Integration
B) Customized Telephony Intelligence
CIT is short for computer-telephony-integration, which refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's CTI systems are quite sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages.
C) Calls, Telephones, and Internet
D) Customer Telephone Interface

3. Which two techniques are used to match a caller's style? (Choose two.)

A) Paraphrasing
B) Restating
C) Style
D) Vocabulary

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

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

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

A) They provide a channel through which problems can be aired
B) They encourage interest and curiosity among subordinates
C) They stimulate creativity and innovation among subordinates
D) They use authority and control to direct the subordinates

Solutions: