HDI HD0-200 Value Pack (Frequently Bought Together)

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

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.

Question 2

Which three activities are characteristic of critical thinkers? (Choose three)

A. To implement.
B. To improve.
C. To remodel.
D. To redesign.

Question 3

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

Question 4

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

A. Everyone gets the same level of service.
B. Priorities are assigned consistently.
C. Service levels are based on impact to the business.
D. Problems are assigned to the most knowledgeable person available.

Question 5

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

A. They use the customer's name.
B. They listen for, and recognise, emotion words.
C. They demonstrate sympathy.
D. They avoid using verbal attends.

Solutions: