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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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) Determine what the real need is
B) Apologies for not being able to assist the customer
C) Develop alternatives
D) Inform the customer that the product is not supported

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

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

3. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) First call resolution rate
B) Call return rate
C) Capture rate
D) Abandon rate

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

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

5. What is the key benefit of a positive work environment?

A) The need for recognition of individual effort is minimized
B) Diversification of skill sets is minimized
C) Management involvement is separated from individual involvement
D) Rapport among team members is increased

Solutions: