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HDI HD0-200 - Questions & Answers

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Question 1
Multiple choice

What are three considerations to bear in mind when setting up a service continuity site? (Choose three)

A.

Location.

B.

Cost implications.

C.

Storage/space capacities.

D.

Computer telephony integration (CTI).

Question 2
Multiple choice

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

A.

Slow the pace at which you speak.

B.

Speak carefully and loudly.

C.

Tell the customer you are having some difficulty in understanding them.

D.

Ask lots of questions to check your understanding, even if it means interrupting them.

Question 3
Single choice

What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A.

Using a confident tone, tell the customer you are new to the desk and are transferring their call.

B.

Using a confident tone, tell the customer that you are unable to help them until tomorrow.

C.

Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

D.

Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.

Question 4
Single choice

What is a principle of structured information gathering? (Choose 1)

A.

Asking questions in a practiced manner.

B.

Asking questions in a predetermined sequence.

C.

Asking questions using a logical, methodical approach.

D.

Asking questions in a free-form manner.

Question 5
Single choice

What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A.

Explain why their problem happened in the first place.

B.

Apologise, thank them for calling and close the call.

C.

Listen to them, document all the details, and ensure that it is followed up.

D.

Tell them that the group at fault for the complaint they made will contact them.

Question 6
Single choice

What is the best description of a business case? (Choose 1)

A.

A shared business knowledge database.

B.

A proposal for improvements to current business processes.

C.

An analysis of help desk activities.

D.

A briefcase.

Question 7
Multiple choice

Which three are examples of common network components? (Choose 3)

A.

Hubs.

B.

Domain Name Servers.

C.

Token Ring.

D.

Routers.

Question 8
Single choice

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

A.

The longer the ASA, the higher the abandonment rate.

B.

The shorter the ASA, the higher the probability customers will solve their own problems.

C.

The shorter the ASA, the higher the abandonment rate.

D.

The longer the ASA, the higher the probability customers will solve their own problems.

Question 9
Multiple choice

Which two tools can be used to capture metrics in a support environment? (Choose two)

A.

Call logging system.

B.

ACD (Automatic Call Distributor).

C.

Spreadsheet.

D.

Instant messaging.

Question 10
Single choice

A customer has exceeded the maximum number of login attempts and calls you about the problem.
This kind of problem is best handled by which approach? (Choose 1)

A.

An inductive approach.

B.

A deductive approach.

C.

A sycophantic approach.

D.

A synergistic approach.

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