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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a purpose of self-help technology? (Choose 1)

A) To help make best use of available staff.
B) To help build rapport between support staff and customers.
C) To encourage a higher call volume.
D) To maintain customers reliance on the help desk.

2. 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.

3. What are the two key benefits of self help technology? (Choose 2)

A) It allows for longer wrap-up time.
B) It reduces calls in to the help desk.
C) It educates customers.
D) It reduces the need for technical support staff.

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

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

5. What are the three most common reasons for having policies for data security? (Choose three)

A) The danger of users changing a hardware configuration.
B) The danger of theft, vandalism, or hacking.
C) The ever-present potential for disaster.
D) The on-going viability of business operations.

Solutions: