최신 HD0-200 무료덤프 - HDI Qualified Help Desk Senior Analyst

문제1

You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

B. Tell the customer you will send him a user manual.

C. Ask the customer if there is someone else who speaks your language more fluently who could assist.

D. Ask the customer to email you instead.

정답: C

문제2

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. Let me research this, I will call you back as soon as I have a resolution.

C. I have the information. I will get back to you as soon as possible.

D. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

정답: A

문제3

What is unstructured information gathering? (Choose 1)

A. Using open questions to get customers to talk.

B. Not using acronyms and speaking at the customer's level.

C. Asking questions in a free-form manner.

D. Identifying what happened vs. what was expected.

정답: C

문제4

Which three actions should be taken when implementing a change? (Choose three)

A. Testing the change in a controlled environment.

B. Designing a change around existing staff capabilities.

C. Seeking buy-in from stakeholders.

D. Identification of potential risks.

정답: A,C,D

문제5

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

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

B. Delegating all responsibility along with all tasks.

C. Completing one job before starting the next one.

D. Starting tasks and handing them to subordinates to complete.

정답: A

문제6

Which two of the following enables a help desk to provide consistent service? (Choose two)

A. Service levels are based on impact to the business.

B. Problems are assigned to the most knowledgeable person available.

C. Everyone gets the same level of service.

D. Priorities are assigned consistently.

정답: A,D

문제7

Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A. Knowledge management system.

B. Incident logging system.

C. Screen pop.

D. Public Branch Exchange (PBX).

정답: A,B,D

문제8

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

A. Service levels can be maintained.

B. Personnel are transported in and out as required.

C. They are located close to the company headquarters.

D. The risk of the business failing is reduced/ removed.

E. Staff requirements are taken into account.

정답: A,D

문제9

Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A. The shorter the ASA, the higher the abandonment rate.

B. The longer the ASA, the higher the abandonment rate.

C. The shorter the ASA, the higher the probability customers will solve their own problems.

D. The longer the ASA, the higher the probability customers will solve their own problems.

정답: B

문제10

What are the three most common self-help technologies? (Choose three)

A. Application online help systems.

B. Frequently Asked Questions.

C. Fax-back systems.

D. Call logging systems.

정답: A,B,C

최신 HD0-200 무료덤프 - HDI Qualified Help Desk Senior Analyst

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