- Exam Code: HD0-100
- Exam Name: Help Desk Analyst (HDA)
- Updated: Sep 17, 2026
- Q & A: 116 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Skills | 30% | - Handling difficult customers - Empathy and professionalism - Telephone and email etiquette - Active listening and communication |
| Topic 2: Service Management & Best Practices | 15% | - Support processes and workflows - Service level agreements (SLAs) - ITIL basics |
| Topic 3: Problem Solving & Troubleshooting | 25% | - Use of knowledge bases and tools - Diagnostic techniques - Root cause analysis |
| Topic 4: Support Tools & Technologies | 5% | - Remote support tools - Ticketing and incident tracking systems |
| Topic 5: Incident Management Processes | 25% | - Resolution and closure procedures - Logging and tracking incidents - Prioritization and escalation |
A customer satisfaction survey is important because it obtains information about_____.
Correct Answer: B 🗳️
What is the primary role of support service?
Correct Answer: B 🗳️
Which three skills should a network administrator's skill set include? (choose three)
Correct Answer: B,C,D 🗳️
What is a key benefit of a knowledge-base system?
Correct Answer: A 🗳️
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