HDI HD0-200 Exam : HDI Qualified Help Desk Senior Analyst

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

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. Deliver an SLA reminder.
B. Immediately escalate to management.
C. Log the customers details and take the next call.
D. Reassign (escalate) the call to the appropriate team.

Question 2

Which two business needs must be considered when allocating priorities? (Choose two)

A. The customers location.
B. Service level agreement commitments.
C. The impact on the business.
D. The customers status.

Question 3

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.

Question 4

When communicating with a customer, it is best to avoid _____. (Choose two)

A. Apologies.
B. Empathising.
C. Technical terms.
D. Use of slang.

Question 5

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

A. Frequently Asked Questions.
B. Fax-back systems.
C. Call logging systems.
D. Application online help systems.

Solutions: