HDI HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is used to set customer expectations? (Choose 1)

A) Service level agreements.
B) Work flow procedures.
C) Standard operating procedures.
D) Root cause processes.

2. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Give the customer something to do.
B) Create a problem-solving work-flow.
C) Clearly document the situation and the steps taken.
D) Use the same terminology as the customer.

3. The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

A) Validate the problem statement.
B) Identify possible causes of the problem.
C) Identify customer assumptions.
D) Prioritise possible causes of the problem.

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

A) Speak carefully and loudly.
B) Tell the customer you are having some difficulty in understanding them.
C) Slow the pace at which you speak.
D) Ask lots of questions to check your understanding, even if it means interrupting them.

5. What are three characteristics of effective leaders? (Choose three)

A) They practice and encourage fairness.
B) They are able to execute plans.
C) They delegate responsibility effectively.
D) They closely monitor the team.

Solutions: