HDI World wide Certification HD0-200 Braindumps

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the abandonment rate.
B) The longer the ASA, the higher the abandonment rate.
C) The shorter the ASA, the higher the probability customers will solve their own problems.
D) The longer the ASA, the higher the probability customers will solve their own problems.

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

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

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

4. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) I have the information. I will get back to you as soon as possible.
B) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
C) Allow me to check this further, I will call you at 10:00 with an update.
D) Let me research this, I will call you back as soon as I have a resolution.

5. What are two benefits of having service continuity sites? (Choose 2)

A) Staff requirements are taken into account.
B) The risk of the business failing is reduced/ removed.
C) They are located close to the company headquarters.
D) Service levels can be maintained.
E) Personnel are transported in and out as required.

Solutions: