HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 31:

  You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

  A. They have a pallid complexion.
  B. They have a new wardrobe of clothes.
  C. They often seem short of breath.
  D. They bite their fingernails.
  E. They seem tense and often have white knuckles.
  C. They often seem short of breath.
  E. They seem tense and often have white knuckles.

• Question 32:

  What are the two most important purposes of an annual survey? (Choose two)

  A. To identify changes customers feel are valuable.
  B. To assess IT technical support.
  C. To evaluate overall satisfaction levels.
  D. To measure changes in products and services from the previous year.
  A. To identify changes customers feel are valuable.
  C. To evaluate overall satisfaction levels.

• Question 33:

  What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

  A. Structured information gathering.
  B. Root cause discussions.
  C. Unstructured information gathering.
  D. Logical analysis.
  A. Structured information gathering.
  C. Unstructured information gathering.

• Question 34:

  Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own. What is your next step? (Choose 1)

  A. Download the software and prototype with the help desk.
  B. Work with IT to implement the software.
  C. Trend and analyse the number of password reset requests received at the help desk.
  D. Review the software with the customer user group.
  C. Trend and analyse the number of password reset requests received at the help desk.

• Question 35:

  Which two tools can be used to capture metrics in a support environment? (Choose two)

  A. Call logging system.
  B. ACD (Automatic Call Distributor).
  C. Spreadsheet.
  D. Instant messaging.
  A. Call logging system.
  B. ACD (Automatic Call Distributor).

• Question 36:

  Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

  A. What were the circumstances that led to this situation?
  B. Have you ever had this error before?
  C. Have you spoken with the systems administrator?
  D. What is the error code you see?
  A. What were the circumstances that led to this situation?

• Question 37:

  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.
  A. To trend levels of customer satisfaction between annual (periodic) surveys.
  D. To measure the quality of a single interaction.

• Question 38:

  You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact. What is the best action to take next? (Choose 1)

  A. Explain to the customer what will happen next.
  B. Close the call.
  C. Develop a multi-functional team to address the situation.
  D. Ask your team colleagues to concentrate on this problem with you.
  A. Explain to the customer what will happen next.

• Question 39:

  Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

  A. What were the circumstances that led to this situation?
  B. Have you ever had this error before?
  C. Have you spoken with the systems administrator?
  D. What is the error code you see?
  A. What were the circumstances that led to this situation?

• Question 40:

  What is the best description of a business case? (Choose 1)

  A. A shared business knowledge database.
  B. A proposal for improvements to current business processes.
  C. An analysis of help desk activities.
  D. A briefcase.
  B. A proposal for improvements to current business processes.