Worldwide HD0-200 HDI:
Qualified Help Desk Senior Analyst
Questions, Answers, Braindumps (HD0-200)
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NO: 1 What are three considerations to bear in mind
when setting up a service continuity site? (Choose three)
B. Cost implications.
C. Storage/space capacities.
D. Computer telephony integration (CTI).
QUESTION NO: 2 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.
QUESTION NO: 3 What are two of the best ways to demonstrate
confidence when on the telephone with a customer? (Choose
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.
QUESTION NO: 4 What is a principle of structured information
gathering? (Choose 1)
A. Asking questions in a practiced manner.
B. Asking questions in a predetermined sequence.
C. Asking questions using a logical, methodical approach.
D. Asking questions in a free-form manner.
QUESTION NO: 5 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
D. Let me research this, I will call you back as soon
as I have a resolution.
QUESTION NO: 6 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.
QUESTION NO: 7 Which three are examples of common network
components? (Choose 3)
B. Domain Name Servers.
C. Token Ring.
QUESTION NO: 8 You think one of your help desk analysts
is suffering from stress. Which two physical signs best
indicate the analyst is experiencing stress? (Choose
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.
QUESTION NO: 9 Which two tools can be used to capture
metrics in a support environment? (Choose two)
A. Call logging system.
B. ACD (Automatic Call Distributor).
D. Instant messaging.
QUESTION NO: 10 A customer has exceeded the maximum
number of login attempts and calls you about the problem.
This kind of problem is best handled by which approach?
A. An inductive approach.
B. A deductive approach.
C. A sycophantic approach.
D. A synergistic approach.
QUESTION NO: 11 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
C. To evaluate overall satisfaction levels with products.
D. To measure the quality of a single interaction.