HDI QQ0-100 Exam (page: 4)
HDI QQ0-100 Help Desk Analyst (HDA)
Updated on: 12-Feb-2026

Viewing Page 4 of 25

Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

  1. Corporate home pages
  2. Work/problem ticket request pages
  3. Frequently asked questions (FAQs)
  4. Knowledge databases

Answer(s): B,C,D



What two considerations need to be made when sharing workspace? (Choose two.)

  1. Discretion and courtesy when decorating
  2. Share only with persons with similar likes/dislikes
  3. Maintain a clean environment
  4. None, each person needs to take care of it themselves

Answer(s): A,C



Who is responsible for maintaining a working environment conducive to effective interdepartmental relationships?

  1. Executive management
  2. Department managers
  3. Everyone
  4. Human resources

Answer(s): C



You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

  1. Suggest that the customer ask a peer
  2. Ask a peer
  3. Escalate the problem
  4. Use reference documentation

Answer(s): B,D



Which statement about telephone etiquette is true?

  1. Gum chewing is acceptable as long as the customer cannot hear it
  2. Eating is okay as long as you obtain the customer's consent
  3. "Please hold" is an appropriate way to answer the telephone when you are busy
  4. It is customary to pick up the telephone between one to three rings

Answer(s): D



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