Download HDI : HD0-100 Questions & Answers as PDF & Test Software
Updated: Jun 05, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
Download Limit: Unlimited
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HD0-100 Practice Q&A's
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HDI Help Desk Analyst (HDA) Sample Questions:
1. What are three obstructions to active listening? (Choose three.)
A) Prior knowledge
B) Situational constraints
C) Positive reinforcement
D) Emotional carry-over
2. What is a key principle of negotiation with customers?
A) Focus on the individual rather than on the resolution.
B) Stick to the facts and ignore the customer's emotions
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.
3. What are three components of CTI? (choose three)
A) IVR
B) NT domain server
C) Integration server
D) ACD
4. Which three skills should a network administrator's skill set include? (choose three)
A) Conduct remote diagnostics on the network interface card
B) Perform PING, Telnet, and trace route tests
C) Run tests on automated internet password reset system
D) Perform loop-back tests
5. A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?
A) Record the problem as a low severity
B) Refer the customer to the service level agreement (SLA)
C) Reset the customer expectation for low severity problems
D) Assess the technical and business issues and negotiate until you and the customer agree
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: D | Question # 3 Answer: A,C,D | Question # 4 Answer: A,B,D | Question # 5 Answer: D |
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