Free HD0-200 Exam Dumps Preview

Question 1

Multiple choice

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)

1. A

   They have a pallid complexion.

2. B

   They have a new wardrobe of clothes.

3. C

   They often seem short of breath.

4. D

   They bite their fingernails.

5. E

   They seem tense and often have white knuckles.

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Correct answersC, E

Question 2

Single choice

What is the best description of multi-tasking? (Choose 1)

1. A

   Completing one job before starting the next one.

2. B

   Starting tasks and handing them to subordinates to complete.

3. C

   Delegating all responsibility along with all tasks.

4. D

   Being capable of handling a variety of problems at the same time.

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Correct answerD

Question 3

Multiple choice

When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

1. A

   Telephony system.

2. B

   Interactive Voice Response.

3. C

   Call logging system.

4. D

   Web server.

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Correct answersA, C

Question 4

Multiple choice

What are the three most likely disadvantages of cross-functional teams? (Choose three)

1. A

   They may pull staff away from their normal duties.

2. B

   They may hinder interdepartmental rapport.

3. C

   They may be time consuming.

4. D

   Departmental managers may lose control.

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Correct answersA, C, D

Question 5

Single choice

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

1. A

   To identify customers who are never satisfied.

2. B

   To gain insight into customer perceptions.

3. C

   To prove that other IT groups are meeting customer expectations.

4. D

   To demonstrate that customers are not aware of service level agreements.

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Correct answerB

Question 6

Multiple choice

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

1. A

   Service level agreement commitments.

2. B

   The customers status.

3. C

   The impact on the business.

4. D

   The customers location.

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Correct answersA, C

Question 7

Multiple choice

What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

1. A

   Agree with everything everyone says.

2. B

   Take exclusive responsibility for projects.

3. C

   Participate in and encourage communication.

4. D

   Demonstrate individual responsibility.

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Correct answersC, D

Question 8

Single choice

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

1. A

   A shared business knowledge database.

2. B

   A proposal for improvements to current business processes.

3. C

   An analysis of help desk activities.

4. D

   A briefcase.

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Correct answerB

Question 9

Multiple choice

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

1. A

   Unstructured information gathering.

2. B

   Structured information gathering.

3. C

   Logical analysis.

4. D

   Root cause discussions.

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Correct answersA, B

Question 10

Multiple choice

Which three of the following items does a critical thinker apply? (Choose three)

1. A

   Recognition that ultimate authority rests with reason and evidence.

2. B

   Organisation of a problem into a series of logical, orderly steps.

3. C

   Logical problem solving.

4. D

   Rapid resolutions for all problems.

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Correct answersA, B, C

Question 11

Single choice

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

1. A

   Using a confident tone, tell the customer you are new to the desk and are transferring their call.

2. B

   Using a confident tone, tell the customer that you are unable to help them until tomorrow.

3. 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.

4. D

   Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.

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Correct answerC

Question 12

Multiple choice

What are two key reasons that can cause a team to fail? (Choose two)

1. A

   The team is cross-functional.

2. B

   The team lacks management support.

3. C

   The team has clear objectives.

4. D

   The team has multiple locations.

5. E

   The team has insufficient time allocated for team activities.

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Correct answersB, E

Question 13

Single choice

An upset, frustrated customer asks to speak to the help desk manager.

What is your most appropriate response? (Choose 1)

1. A

   I am sorry, but my manager is not available at the moment. May I get her to call you back?

2. B

   I am sorry, but my supervisor does not handle these situations, I can assist you.

3. C

   It would be easier to resolve this call if you calm down.

4. D

   I appreciate your frustration with this; I have experienced this same problem many times.

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Correct answerA

Question 14

Multiple choice

Which two are techniques for communicating cross culturally? (Choose two)

1. A

   Speak carefully and loudly.

2. B

   Ask lots of questions to check your understanding, even if it means interrupting them.

3. C

   Slow the pace at which you speak.

4. D

   Tell the customer you are having some difficulty in understanding them.

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Correct answersC, D

Question 15

Single choice

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

1. A

   What were the circumstances that led to this situation?

2. B

   Have you ever had this error before?

3. C

   Have you spoken with the systems administrator?

4. D

   What is the error code you see?

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Correct answerA

Question 16

Multiple choice

What are three things to consider when determining new help desk equipment requirements? (Choose three)

1. A

   The expected call volume.

2. B

   The budget available for new equipment.

3. C

   The number of expected help desk personnel.

4. D

   The functionality advertised with the most popular systems.

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Correct answersA, B, C

Question 17

Single choice

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

1. A

   To help make best use of available staff.

2. B

   To encourage a higher call volume.

3. C

   To help build rapport between support staff and customers.

4. D

   To maintain customers reliance on the help desk.

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Correct answerA

Question 18

Multiple choice

Which are two characteristics of active listeners? (Choose two)

1. A

   They demonstrate sympathy.

2. B

   They avoid using verbal attends.

3. C

   They use the customer's name.

4. D

   They listen for, and recognise, emotion words.

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Correct answersC, D