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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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) Reset the customer expectation for low severity problems
C) Assess the technical and business issues and negotiate until you and the customer agree
D) Refer the customer to the service level agreement (SLA)

2. In which three circumstances is it appropriate to use open question? (Choose three.)

A) When you have exhausted your possibilities
B) When your time is limited
C) When you need to build rapport
D) When you need the customer elaborate

3. Which system allows A customer to choose among various options when calling a help desk?

A) Voice Recognition System (VRS)
B) Multiple Option System (MOS)
C) Interactive Voice Response (IVR)
D) Optional Response Routing (ORR)

4. What does the abbreviation CTI stand for?

A) 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.
B) Calls, Telephones, and Internet
C) Computer Telephony Integration
D) Customer Telephone Interface

5. Which two techniques are important for keeping A customer focused? (Choose two.)

A) Closed questions
B) Paraphrasing
C) Self-help systems
D) Open questions

Solutions: