HDI HDI World wide Certification HD0-200 Questions & Answers

• Question 21:

  What is the best definition of a mission statement? (Choose 1)

  A. It is a description of the Service Desks /Help Desks marketing and sales strategies.

  B. It is a description of the Service Desks /Help Desks means of producing revenue.

  C. It is a description of the Service Desks /Help Desks purpose and reason for existence.

  D. It is a description of the Service Desks /Help Desks past financial performance.

  Correct Answer: C

• Question 22:

  Which three of the following items does a critical thinker apply? (Choose three)

  A. Recognition that ultimate authority rests with reason and evidence.

  B. Organisation of a problem into a series of logical, orderly steps.

  C. Logical problem solving.

  D. Rapid resolutions for all problems.

  Correct Answer: ABC

• Question 23:

  An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

  A. I am sorry, but my manager is not available at the moment. May I get her to call you back?

  B. I am sorry, but my supervisor does not handle these situations, I can assist you.

  C. It would be easier to resolve this call if you calm down.

  D. I appreciate your frustration with this; I have experienced this same problem many times.

  Correct Answer: A

• Question 24:

  What are the three most important benefits to the customer of following help desk procedures? (Choose three)

  A. Customers assign the priority.

  B. Traceability of help desk actions and activities.

  C. Fair and consistent treatment.

  D. Faster, more efficient service.

  Correct Answer: BCD

• Question 25:

  What are three key advantages of outsourcing? (Choose three)

  A. Increased profitability.

  B. Fewer resource requirements.

  C. Lower capital outlay.

  D. Decreased responsibility for customer satisfaction.

  E. Reduced cost for provision of support.

  Correct Answer: BCE

• Question 26:

  You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

  A. They have a pallid complexion.

  B. They seem tense and often have white knuckles.

  C. They have a new wardrobe of clothes.

  D. They often seem short of breath.

  E. They bite their fingernails.

  Correct Answer: BD

• Question 27:

  A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

  A. Log the customers details and take the next call.

  B. Deliver an SLA reminder.

  C. Reassign (escalate) the call to the appropriate team.

  D. Immediately escalate to management.

  Correct Answer: C

• Question 28:

  What are three characteristics of effective leaders? (Choose three)

  A. They practice and encourage fairness.

  B. They delegate responsibility effectively.

  C. They closely monitor the team.

  D. They are able to execute plans.

  Correct Answer: ABD

• Question 29:

  Why is it important to record and analyse customer complaints? (Choose 1)

  A. To identify customers who are never satisfied.

  B. To gain insight into customer perceptions.

  C. To prove that other IT groups are meeting customer expectations.

  D. To demonstrate that customers are not aware of service level agreements.

  Correct Answer: B

• Question 30:

  The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

  A. Validate the problem statement.

  B. Identify customer assumptions.

  C. Prioritise possible causes of the problem.

  D. Identify possible causes of the problem.

  Correct Answer: A