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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

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

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

3. What are three obstructions to active listening? (Choose three.)

A) Positive reinforcement
B) Prior knowledge
C) Emotional carry-over
D) Situational constraints

4. Which three techniques describe basic creative thinking? (choose three)

A) Talking the complex approach
B) Developing alternatives
C) Changing your perspective
D) Looking beyond the evident

5. Which three are characteristics of a good negotiator? (choose three)

A) Focuses on what is needed
B) Presents multiple options
C) Clearly identifies who/what is at fault
D) Develops realistic expectations

Solutions: