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HDI Help Desk Analyst (HDA) Sample Questions:

1. What are two benefits of encouraging customers to follow standard procedures? (Choose two.)

A) Results in customers calling less frequently
B) Keeps customers up-to-date on new applications
C) Helps customers make better decisions
D) Improves quality and accuracy

2. A customer satisfaction survey is important because it obtains information about_____.

A) Individual analyst performance
B) The customer base
C) Customer service performance
D) Management performance

3. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Executive management
B) Everyone
C) Department managers
D) Human resources

4. Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A) Voice mail
B) E-mail
C) Broadcast messaging
D) Short text messaging

5. What is a key principle of negotiation with customers?

A) Stick to the facts and ignore the customer's emotions
B) Focus on the individual rather than on the resolution.
C) Seek a solution that aligns with support center policies and processes.
D) Determine the customer's underlying need and seek a mutually beneficial solution.

Solutions: