- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Updated: Jun 14, 2026
- Q & A: 116 Questions and Answers
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1. What are three obstructions to active listening? (Choose three.)
A) Situational constraints
B) Positive reinforcement
C) Prior knowledge
D) Emotional carry-over
2. Which statement best describes logical problem solving?
A) Applying a project management approach
B) Organizing a problem into a series of rational, orderly steps
C) Finding a workaround in the shortest possible time
D) A reactive process
3. Place the network terms that are most related to one another and that provide similar functionality next to each other.
4. Which statement best describes communication within a positive work environment?
A) E-mail and automate communications mediums are used extensively
B) Communication among all members of the organization is maximized
C) Peer-to -peer communication works best within the department
D) Managers are responsible for initiating vertical communication
5. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
A) Repeat back to the customer what you thought you heard
B) Transfer the call to a more experienced analyst
C) Begin troubleshooting
D) Ask the customer to repeat the problem back to you
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: B | Question # 3 Answer: Only visible for members | Question # 4 Answer: B | Question # 5 Answer: A |
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