HDI HD0-200 Questions & Answers - in .pdf
- Vendor: HDI
- Exam Code: HD0-200
- Exam Name: HDI Qualified Help Desk Senior Analyst
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HDI Qualified Help Desk Senior Analyst Sample Questions:
1. What is the most effective method for ticket monitoring? (Choose 1)
A) Follow up calls or surveys.
B) Live service observations.
C) Service Level Agreements.
D) Monthly Change reports.
2. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)
A) Is your printer LAN connected?
B) What application are you trying to print from?
C) Is your printer networked?
D) Can anyone else print to the printer?
3. When communicating with a customer, it is best to avoid _____. (Choose two)
A) Apologies.
B) Technical terms.
C) Empathising.
D) Use of slang.
4. A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)
A) Immediately escalate to management.
B) Reassign (escalate) the call to the appropriate team.
C) Log the customers details and take the next call.
D) Deliver an SLA reminder.
5. When communicating with a customer, it is best to avoid _____. (Choose two)
A) Apologies.
B) Technical terms.
C) Empathising.
D) Use of slang.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: B,D | Question # 4 Answer: B | Question # 5 Answer: B,D |
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