HD0-200 Real Exam Questions and Verified Answers

Question 1 Multiple choice

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.

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Correct answers: A, B, C

Question 2 Multiple choice

What are two purposes of an on-going (event) survey? (Choose two)

A
To measure the quality of a single interaction.
B
To trend levels of customer satisfaction between annual (periodic) surveys.
C
To assess satisfaction levels with all help desk services.
D
To evaluate overall satisfaction levels with products.

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Correct answers: A, B

Question 3 Multiple choice

What are two purposes of an on-going (event) survey? (Choose two)

A
To trend levels of customer satisfaction between annual (periodic) surveys.
B
To assess satisfaction levels with all help desk services.
C
To evaluate overall satisfaction levels with products.
D
To measure the quality of a single interaction.

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Correct answers: A, D

Question 4 Multiple choice

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.

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Correct answers: B, C

Question 5 Single choice

What is unstructured information gathering? (Choose 1)

A
Asking questions in a free-form manner.
B
Not using acronyms and speaking at the customer's level.
C
Identifying what happened vs. what was expected.
D
Using open questions to get customers to talk.

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Correct answer: A

Question 6 Multiple choice

What are three considerations to bear in mind when setting up a service continuity site? (Choose three)

A
Location.
B
Cost implications.
C
Storage/space capacities.
D
Computer telephony integration (CTI).

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Correct answers: A, B, C

Question 7 Multiple choice

Which two business needs must be considered when allocating priorities? (Choose two)

A
The impact on the business.
B
The customers location.
C
Service level agreement commitments.
D
The customers status.

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Correct answers: A, C

Question 8 Multiple choice

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.

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Correct answers: C, D

Question 9 Single choice

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.

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Correct answer: A

Question 10 Single choice

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.

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Correct answer: A