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Updated: Jun 14, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
Download Limit: Unlimited
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HDI Help Desk Analyst (HDA) Sample Questions:
1. You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)
A) Use reference documentation
B) Ask a peer
C) Escalate the problem
D) Suggest that the customer ask a peer
2. What is deductive reasoning?
A) Reasoning based on intuition and process of elimination
B) Reasoning based on logic and analysis
C) Reasoning based on experience and intuition
D) Reasoning based on analysis and experience
3. Which two facts about customer satisfaction are true? (choose two)
A) Customers from opinions about organizations based on contact with a small portion of that organization
B) It is more costly to retain A customer than acquire a new one
C) More customer contacts can be made over the phone than in person
D) More customers are lost to poor service than poor product
4. Which two techniques are important for keeping A customer focused? (Choose two.)
A) Open questions
B) Paraphrasing
C) Self-help systems
D) Closed questions
5. 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) Regularly use the customer's first name
B) Empathize with the customer
C) Tell the customer to "snap out of it"
D) Raise your voice when asking questions
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: B | Question # 3 Answer: C,D | Question # 4 Answer: B,D | Question # 5 Answer: A,B |
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PDF (duplicate of the test engine): the contents are the same as the test engine, support printing.
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