HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 61:

  A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

  A. Allow me to check this further, I will call you at 10:00 with an update.
  B. I have the information. I will get back to you as soon as possible.
  C. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
  D. Let me research this, I will call you back as soon as I have a resolution.
  A. Allow me to check this further, I will call you at 10:00 with an update.

• Question 62:

  A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

  A. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
  B. Allow me to check this further, I will call you at 10:00 with an update.
  C. I have the information. I will get back to you as soon as possible.
  D. Let me research this, I will call you back as soon as I have a resolution.
  B. Allow me to check this further, I will call you at 10:00 with an update.

• Question 63:

  If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

  A. Tell the customer you will discuss their problem with the analyst they requested later on in the day.
  B. Tell the customer the analyst is busy on a project, but they can hold on if they like.
  C. Assure the customer that you are competent and can handle their call just as well as your colleague.
  D. Advise the customer that speaking to you instead will provide a faster service than if they waited.
  D. Advise the customer that speaking to you instead will provide a faster service than if they waited.

• Question 64:

  What are two purposes of an on-going (event) survey? (Choose two)

  A. To measure the quality of a single interaction.
  B. To trend levels of customer satisfaction between annual (periodic) surveys.
  C. To assess satisfaction levels with all help desk services.
  D. To evaluate overall satisfaction levels with products.
  A. To measure the quality of a single interaction.
  B. To trend levels of customer satisfaction between annual (periodic) surveys.

• Question 65:

  If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

  A. One of the routers on the network.
  B. One of the hubs on the network.
  C. The secure access gate into the help desk.
  D. The security gates for the building.
  A. One of the routers on the network.

• Question 66:

  What is the key benefit of root cause analysis? (Choose 1)

  A. Calls for specific types of problem can be reduced or eliminated.
  B. Better knowledge management procedures.
  C. Cost and expense can be justified.
  D. The cost per problem is reduced.
  A. Calls for specific types of problem can be reduced or eliminated.

• Question 67:

  As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

  A. Effective highlighting of individual shortcomings.
  B. Effective demands for respect for your expertise.
  C. Effective meeting management.
  D. Effective discouragement of humour.
  E. Effective facilitation.
  C. Effective meeting management.
  E. Effective facilitation.

• Question 68:

  Which three facilitate success in any process change? (Choose three)

  A. New processes.
  B. Management direction.
  C. Employee acceptance.
  D. Clear objectives.
  E. New technology.
  B. Management direction.
  C. Employee acceptance.
  D. Clear objectives.

• Question 69:

  What are three tasks associated with designing the technical help desk infrastructure? (Choose three)

  A. Estimating the number of expected calls.
  B. Installing a knowledge database.
  C. Designing a flow chart of required components.
  D. Estimating the number of required help desk personnel.
  A. Estimating the number of expected calls.
  C. Designing a flow chart of required components.
  D. Estimating the number of required help desk personnel.

• Question 70:

  What two should be included in a disaster recovery (service continuity) plan? (Choose two)

  A. Monthly statistics.
  B. Approval from Health and Safety.
  C. Personnel identification and training.
  D. A process to activate the plan.
  E. Finance details.
  C. Personnel identification and training.
  D. A process to activate the plan.