HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 101:

  What is the best description of multi-tasking? (Choose 1)

  A. Starting tasks and handing them to subordinates to complete.
  B. Delegating all responsibility along with all tasks.
  C. Completing one job before starting the next one.
  D. Being capable of handling a variety of problems at the same time.
  D. Being capable of handling a variety of problems at the same time.

• Question 102:

  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.
  A. Validate the problem statement.

• Question 103:

  What are the two most important characteristics of successful teams? (Choose 2)

  A. They have individual responsibilities to which they work exclusively.
  B. There are many different personalities and skills.
  C. They are given challenges to meet and are rewarded effectively.
  D. They always make all decisions together.
  B. There are many different personalities and skills.
  C. They are given challenges to meet and are rewarded effectively.

• Question 104:

  What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1) A. The total number of calls abandoned divided by total calls answered x 100.

  B. The total number of calls abandoned minus total calls answered x 100.
  C. The total number of calls abandoned divided by total number of calls x 100.
  D. The total number of calls answered minus total calls abandoned x 100.
  C. The total number of calls abandoned divided by total number of calls x 100.

• Question 105:

  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. Tell the customer you will send him a user manual.
  B. Ask the customer if there is someone else who speaks your language more fluently who could assist.
  C. Ask the customer to email you instead.
  D. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
  B. Ask the customer if there is someone else who speaks your language more fluently who could assist.

• Question 106:

  What are two disadvantages of self-help technology? (Choose two)

  A. There can be a loss of personalised service.
  B. It requires regular maintenance.
  C. It does not fully utilise support resources.
  D. It decreases customer dependency on the help desk.
  A. There can be a loss of personalised service.
  B. It requires regular maintenance.

• Question 107:

  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.
  B. Traceability of help desk actions and activities.
  C. Fair and consistent treatment.
  D. Faster, more efficient service.

• Question 108:

  Which is a technique used in paraphrasing? (Choose 1)

  A. Using synonyms.
  B. Using parroting.
  C. Using the passive voice.
  D. Using complex sentence patterns.
  A. Using synonyms.

• Question 109:

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

  A. To improve.
  B. To redesign.
  C. To remodel.
  D. To implement.
  A. To improve.
  B. To redesign.
  C. To remodel.

• Question 110:

  How can the help desk be of strategic benefit to the organisation? (Choose one)

  A. It increases staff levels.
  B. It ensures that customers speak only to the help desk personnel.
  C. It is a useful source of information.
  D. It ensures rigid adherence to operational policies.
  C. It is a useful source of information.