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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What is paraphrasing?

A) Telling the customer what they meant to say
B) Repeating what the customer says using your own words
C) Using lots of long words when speaking to A customer
D) Repeating what the customer says in their words

3. Which statement about successful team players is true?

A) They encourage member input in decisions
B) They desire continued acceptance by the group
C) They impose ideas and values on others
D) They change attitudes to conform to group standards

4. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

A) Raise your voice when asking questions
B) Tell the customer to "snap out of it"
C) Empathize with the customer
D) Regularly use the customer's first name

5. In which three situations is escalating a call to management appropriate? (choose three)

A) When you have little or no experience with the problem
B) When you have exhausted all your available resources
C) When the customer requests it
D) When the service level agreement (SLA) requires it

Solutions: