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Braindumps of QQ0-200
HDI Qualified Help Desk Senior Analyst

 

Exam Questions, Answers, Braindumps (QQ0-200)
Cleared paper. Thanks to www.exams.ws and www.examcheats.net. But you don't need to have it from both of them, questions from only one are sufficient regarding paper.


QUESTION 1
What is the best description of multi-tasking? (Choose 1)
A. Delegating all responsibility along with all tasks
B. Completing one job before starting the next one
C. Starting tasks and handling them to subordinates to complete
D. Being capable of handling a variety of problems at the same time
Answer: D

QUESTION 2
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 them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase
B. Using a confident tone, tell the customer you are new to the desk and are transferring their call
C. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number
D. Using a confident tone, tell the cutomer that you are unable to help them until tomorrow
Answer: A

QUESTION 3
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 new wardrobe of clothes
B. They seems tense and often have white knuckles
C. They bite their fingernails
D. They have a palllid complextion
E. They often seem short of breath
Answer: B, E

QUESTION 4
Why is it important to record and analyse customer complaints? (Choose 1)
A. To gain insight into customer perceptions
B. To identify customers who are never satisfied
C. To prove that other IT groups are meeting customer expectations
D. To demonstrate that customers are not aware of service level agreements
Answer: A

QUESTION 5
How can the help desk be of strategic benefit to the organisation? (Choose one)
A. It increase staff levels
B. It is a useful source of information
C. It ensures rigid adherence to opertional policies
D. It ensures that customers speak only to the help desk personnel
Answer: B

QUESTION 6
What is unstructured information gathering? (Choose 1)
A. Asking questions in a free-form manner
B. Using open questions to get customers to talk
C. Identifying what happened vs. what was expected
D. Not using acronyms and speaking at the customer's level
Answer: A

QUESTION 7
What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
A. Logical analysis
B. Structured information gathering
C. Root cause discussions
D. Unstructured information gathering
Answer: B, D.


QUESTION 8
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. Abc .com attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application
Answer: B

QQ0-200

 

 

 

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