HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 71:

  What is the best definition of a mission statement? (Choose 1)

  A. It is a description of the Service Desks /Help Desks marketing and sales strategies.
  B. It is a description of the Service Desks /Help Desks means of producing revenue.
  C. It is a description of the Service Desks /Help Desks purpose and reason for existence.
  D. It is a description of the Service Desks /Help Desks past financial performance.
  C. It is a description of the Service Desks /Help Desks purpose and reason for existence.

• Question 72:

  What are the two most important uses for Computer Telephony Integration? (Choose 2)

  A. It enables the manager to view help desk performance in real time.
  B. It identifies callers to the help desk via screen pop.
  C. It requires the customer to input data.
  D. It prevents calls being queued.
  E. It enables the blocking of unwanted calls.
  A. It enables the manager to view help desk performance in real time.
  B. It identifies callers to the help desk via screen pop.

• Question 73:

  Which is the best example of a problem statement? (Choose 1)

  A. The application is not meeting customer expectations. They are writing to the IT manager to complain.
  B. During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.
  C. An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.
  D. A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.
  B. During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.

• Question 74:

  When communicating with a customer, it is best to avoid . (Choose two)

  A. Use of slang.
  B. Apologies.
  C. Empathising.
  D. Technical terms.
  A. Use of slang.
  D. Technical terms.

• Question 75:

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

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

• Question 76:

  What are two benefits of having service continuity sites? (Choose 2)

  A. The risk of the business failing is reduced/ removed.
  B. Service levels can be maintained.
  C. Personnel are transported in and out as required.
  D. They are located close to the company headquarters.
  E. Staff requirements are taken into account.
  A. The risk of the business failing is reduced/ removed.
  B. Service levels can be maintained.

• Question 77:

  Which situation is typically addressed by a system administrator? (Choose 1)

  A. Network outages.
  B. Quality monitoring corruption.
  C. Poor database performance.
  D. Restoration of system backup files.
  D. Restoration of system backup files.

• Question 78:

  A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask? (Choose 1)

  A. What application are you trying to print from?
  B. Is your printer networked?
  C. Is your printer LAN connected?
  D. Can anyone else print to the printer?
  D. Can anyone else print to the printer?

• Question 79:

  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 you are new to the desk and are transferring their call.
  B. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
  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, 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.

• Question 80:

  A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

  A. Log the customers details and take the next call.
  B. Deliver an SLA reminder.
  C. Reassign (escalate) the call to the appropriate team.
  D. Immediately escalate to management.
  C. Reassign (escalate) the call to the appropriate team.