HDI HD0-200 Online Practice Questions and Exam Preparation

HDI HD0-200 Online Questions & Answers

• Question 81:

  What is used to set customer expectations? (Choose 1)

  A. Root cause processes.
  B. Work flow procedures.
  C. Service level agreements.
  D. Standard operating procedures.
  C. Service level agreements.

• Question 82:

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

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

• Question 83:

  What are the three best methods for building rapport among departments within the support organisation? (Choose three)

  A. Active Networking.
  B. Involvement in cross-functional teams.
  C. Participation in company-wide events and initiatives.
  D. Involvement in Project management.
  A. Active Networking.
  B. Involvement in cross-functional teams.
  C. Participation in company-wide events and initiatives.

• Question 84:

  What are the two most important points to remember in order to manage a call successfully? (Choose two)

  A. Give the customer something to do.
  B. Use the same terminology as the customer.
  C. Create a problem-solving work-flow.
  D. Clearly document the situation and the steps taken.
  B. Use the same terminology as the customer.
  D. Clearly document the situation and the steps taken.

• Question 85:

  What are three key advantages of outsourcing? (Choose three)

  A. Increased profitability.
  B. Fewer resource requirements.
  C. Lower capital outlay.
  D. Decreased responsibility for customer satisfaction.
  E. Reduced cost for provision of support.
  B. Fewer resource requirements.
  C. Lower capital outlay.
  E. Reduced cost for provision of support.

• Question 86:

  Which two business needs must be considered when allocating priorities? (Choose two)

  A. Service level agreement commitments.
  B. The customers status.
  C. The impact on the business.
  D. The customers location.
  A. Service level agreement commitments.
  C. The impact on the business.

• Question 87:

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

• Question 88:

  What is a purpose of self-help technology? (Choose 1)

  A. To help make best use of available staff.
  B. To encourage a higher call volume.
  C. To help build rapport between support staff and customers.
  D. To maintain customers reliance on the help desk.
  A. To help make best use of available staff.

• Question 89:

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

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

• Question 90:

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