HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 11:

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

  A. Completing one job before starting the next one.
  B. Starting tasks and handing them to subordinates to complete.
  C. Delegating all responsibility along with all tasks.
  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 12:

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

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

• Question 13:

  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.
  A. They listen for, and recognise, emotion words.
  C. They use the customer's name.

• Question 14:

  Which two of the following enables a help desk to provide consistent service? (Choose two)

  A. Service levels are based on impact to the business.
  B. Problems are assigned to the most knowledgeable person available.
  C. Priorities are assigned consistently.
  D. Everyone gets the same level of service.
  A. Service levels are based on impact to the business.
  C. Priorities are assigned consistently.

• Question 15:

  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.
  C. They use the customer's name.
  D. They listen for, and recognise, emotion words.

• Question 16:

  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.
  A. Using synonyms.

• Question 17:

  The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

  A. Identify possible causes of the problem.
  B. Validate the problem statement.
  C. Prioritise possible causes of the problem.
  D. Identify customer assumptions.
  A. Identify possible causes of the problem.

• Question 18:

  What are two key reasons that can cause a team to fail? (Choose two)

  A. The team has clear objectives.
  B. The team lacks management support.
  C. The team is cross-functional.
  D. The team has multiple locations.
  E. The team has insufficient time allocated for team activities.
  B. The team lacks management support.
  E. The team has insufficient time allocated for team activities.

• Question 19:

  Which two are techniques for communicating cross culturally? (Choose two)

  A. Speak carefully and loudly.
  B. Ask lots of questions to check your understanding, even if it means interrupting them.
  C. Slow the pace at which you speak.
  D. Tell the customer you are having some difficulty in understanding them.
  C. Slow the pace at which you speak.
  D. Tell the customer you are having some difficulty in understanding them.

• Question 20:

  Which three common infrastructure components are commonly found in a Help Desk? (Choose three)

  A. Public Branch Exchange (PBX).
  B. Screen pop.
  C. Knowledge management system.
  D. Incident logging system.
  A. Public Branch Exchange (PBX).
  C. Knowledge management system.
  D. Incident logging system.