HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 91:

  When communicating with a customer, it is best to avoid . (Choose two)

  A. Empathising.
  B. Apologies.
  C. Technical terms.
  D. Use of slang.
  C. Technical terms.
  D. Use of slang.

• Question 92:

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

  A. Create a problem-solving work-flow.
  B. Use the same terminology as the customer.
  C. Clearly document the situation and the steps taken.
  D. Give the customer something to do.
  B. Use the same terminology as the customer.
  C. Clearly document the situation and the steps taken.

• Question 93:

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

  A. They acknowledge the customer.
  B. They restate/paraphrase to ensure understanding.
  C. They understand that evidence and reasoning are critical.
  D. They know the process for escalating a problem.
  A. They acknowledge the customer.
  B. They restate/paraphrase to ensure understanding.

• Question 94:

  What are four characteristics of self-help technology in a support environment? (Choose four)

  A. It can be impersonal.
  B. It can be expensive to implement and maintain.
  C. It is available 24/7.
  D. It requires minimal maintenance.
  E. It enables customers to help themselves.
  F. It provides consistent responses to regular questions.
  A. It can be impersonal.
  C. It is available 24/7.
  E. It enables customers to help themselves.
  F. It provides consistent responses to regular questions.

• Question 95:

  When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

  A. Telephony system.
  B. Interactive Voice Response.
  C. Call logging system.
  D. Web server.
  A. Telephony system.
  C. Call logging system.

• Question 96:

  A cross-functional team . (Choose 1)

  A. Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.
  B. Exists when members of a project team allow scope creep to divert the efforts of the team.
  C. Utilises individuals from multiple groups to maintain an all-round view of a project.
  D. Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
  C. Utilises individuals from multiple groups to maintain an all-round view of a project.

• Question 97:

  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 supervisor does not handle these situations, I can assist you.
  B. It would be easier to resolve this call if you calm down.
  C. I am sorry, but my manager is not available at the moment. May I get her to call you back?
  D. I appreciate your frustration with this; I have experienced this same problem many times.
  C. I am sorry, but my manager is not available at the moment. May I get her to call you back?

• Question 98:

  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.
  A. Asking questions in a free-form manner.

• Question 99:

  What are three basic components of Computer Telephony Integration? (Choose three)

  A. Automatic Call Distributor.
  B. Service Level Agreements.
  C. Integration Server
  D. Interactive Voice Response.
  A. Automatic Call Distributor.
  C. Integration Server
  D. Interactive Voice Response.

• Question 100:

  What is a common method used to analyse measurements? (Choose 1)

  A. Root cause analysis.
  B. Current state assessment.
  C. Service level agreements.
  D. Trend analysis.
  D. Trend analysis.