HDI HDI Certifications HD0-200 Questions & Answers

• Question 71:

  Which are two characteristics of active listeners? (Choose two)

  A. They demonstrate sympathy.

  B. They avoid using verbal attends.

  C. They use the customer's name.

  D. They listen for, and recognise, emotion words.

  Correct Answer: CD

• Question 72:

  Which are two characteristics of active listeners? (Choose two)

  A. They listen for, and recognise, emotion words.

  B. They demonstrate sympathy.

  C. They use the customer's name.

  D. They avoid using verbal attends.

  Correct Answer: AC

• Question 73:

  Which is a technique used in paraphrasing? (Choose 1) A. Using synonyms.

  B. Using the passive voice.

  C. Using complex sentence patterns.

  D. Using parroting.

  Correct Answer: A

• Question 74:

  A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)

  A. Notify their manager of the suspected violation.

  B. Notify FAST (Federation Against Software Theft).

  C. Notify the department that they are using illegal software.

  D. Notify the software vendor's local office.

  Correct Answer: A

• Question 75:

  You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

  A. Ask the customer if there is someone else who speaks your language more fluently who could assist.

  B. Tell the customer you will send him a user manual.

  C. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

  D. Ask the customer to email you instead.

  Correct Answer: A

• Question 76:

  Which are the two most important qualities required for effective leadership? (Choose two)

  A. the demonstration of and support for fairness.

  B. the ability to encourage accountability and ownership.

  C. the ability to exert absolute authority at all times.

  D. the avoidance of arguments within the group.

  Correct Answer: AB

• Question 77:

  As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

  A. Effective demands for respect for your expertise.

  B. Effective meeting management.

  C. Effective facilitation.

  D. Effective highlighting of individual shortcomings.

  E. Effective discouragement of humour.

  Correct Answer: BC

• Question 78:

  Which three activities are characteristic of critical thinkers? (Choose three)

  A. To improve.

  B. To redesign.

  C. To remodel.

  D. To implement.

  Correct Answer: ABC

• Question 79:

  If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

  A. One of the routers on the network.

  B. One of the hubs on the network.

  C. The secure access gate into the help desk.

  D. The security gates for the building.

  Correct Answer: A

• Question 80:

  What are the two most important points to remember in order to manage a call successfully? (Choose two)

  A. Give the customer something to do.

  B. Use the same terminology as the customer.

  C. Create a problem-solving work-flow.

  D. Clearly document the situation and the steps taken.

  Correct Answer: BD