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HDI QQ0-100 Exam
QQ0-100 Help Desk Analyst (HDA) (Page 11 )

Updated On: 30-Jan-2026
Page 5 of 25
PDF with 116 Questions

Which three approaches help create a positive business reputation? (Choose three.)

  1. Try to have a positive and memorable effect on every person you communicate with each day
  2. See what you can do to assist any co-worker who is unhappy or experiencing problems
  3. When you hear complaints about yourorganisation, change the subject
  4. Have a good attitude and never speak negatively about yourorganisation

Answer(s): A,B,D



What are three important attributes of high-quality leaders? (Choose three.)

  1. They encourage interest and curiosity among subordinates
  2. They use authority and control to direct the subordinates
  3. They provide a channel through which problems can be aired
  4. They stimulate creativity and innovation among subordinates

Answer(s): A,C,D



An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

  1. The analyst calls the customer back and blames the incorrect information on bad documentation
  2. The analyst has another analyst call the customer
  3. The analyst closes the call and moves to the next call
  4. The analyst calls the customer back to correct the information

Answer(s): D



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

  1. First call resolution rate
  2. Call return rate
  3. Abandon rate
  4. Capture rate

Answer(s): A



You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

  1. Instruct another analyst to conduct follow-up
  2. E-mail an apology to the customer
  3. Notify your manager of the situation
  4. Wait and see if the customer calls back

Answer(s): C



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