HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 21:

  What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

  A. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
  B. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
  C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
  D. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
  C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

• Question 22:

  What are three characteristics of effective leaders? (Choose three)

  A. They closely monitor the team.
  B. They practice and encourage fairness.
  C. They are able to execute plans.
  D. They delegate responsibility effectively.
  B. They practice and encourage fairness.
  C. They are able to execute plans.
  D. They delegate responsibility effectively.

• Question 23:

  A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

  A. An inductive approach.
  B. A deductive approach.
  C. A sycophantic approach.
  D. A synergistic approach.
  B. A deductive approach.

• Question 24:

  Why is it important to record and analyse customer complaints? (Choose 1)

  A. To identify customers who are never satisfied.
  B. To gain insight into customer perceptions.
  C. To prove that other IT groups are meeting customer expectations.
  D. To demonstrate that customers are not aware of service level agreements.
  B. To gain insight into customer perceptions.

• Question 25:

  What are the three most common self-help technologies? (Choose three)

  A. Fax-back systems.
  B. Frequently Asked Questions.
  C. Call logging systems.
  D. Application online help systems.
  A. Fax-back systems.
  B. Frequently Asked Questions.
  D. Application online help systems.

• Question 26:

  What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

  A. Explain why their problem happened in the first place.
  B. Apologise, thank them for calling and close the call.
  C. Listen to them, document all the details, and ensure that it is followed up.
  D. Tell them that the group at fault for the complaint they made will contact them.
  C. Listen to them, document all the details, and ensure that it is followed up.

• Question 27:

  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.
  A. the demonstration of and support for fairness.
  B. the ability to encourage accountability and ownership.

• Question 28:

  What are the three most common reasons for having policies for data security? (Choose three)

  A. The danger of users changing a hardware configuration.
  B. The on-going viability of business operations.
  C. The ever-present potential for disaster.
  D. The danger of theft, vandalism, or hacking.
  B. The on-going viability of business operations.
  C. The ever-present potential for disaster.
  D. The danger of theft, vandalism, or hacking.

• Question 29:

  What is a principle of structured information gathering? (Choose 1)

  A. Asking questions in a practiced manner.
  B. Asking questions in a predetermined sequence.
  C. Asking questions using a logical, methodical approach.
  D. Asking questions in a free-form manner.
  B. Asking questions in a predetermined sequence.

• Question 30:

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

  A. the ability to encourage accountability and ownership.
  B. the avoidance of arguments within the group.
  C. the demonstration of and support for fairness.
  D. the ability to exert absolute authority at all times.
  A. the ability to encourage accountability and ownership.
  C. the demonstration of and support for fairness.