HD0-200 Online Practice Questions and Answers

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.

When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A. Telephony system.

B. Interactive Voice Response.

C. Call logging system.

D. Web server.

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. Use the same terminology as the customer.

C. Create a problem-solving work-flow.

D. Clearly document the situation and the steps taken.

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 facilitation.

D. Effective highlighting of individual shortcomings.

E. Effective discouragement of humour.

What are the three most likely disadvantages of cross-functional teams? (Choose three)

A. They may pull staff away from their normal duties.

B. They may hinder interdepartmental rapport.

C. They may be time consuming.

D. Departmental managers may lose control.

What are the three most important benefits to the customer of following help desk procedures? (Choose three)

A. Customers assign the priority.

B. Traceability of help desk actions and activities.

C. Fair and consistent treatment.

D. Faster, more efficient service.

What two should be included in a disaster recovery (service continuity) plan? (Choose two)

A. Monthly statistics.

B. Approval from Health and Safety.

C. Personnel identification and training.

D. A process to activate the plan.

E. Finance details.

What is the best description of multi-tasking? (Choose 1)

A. Completing one job before starting the next one.

B. Starting tasks and handing them to subordinates to complete.

C. Delegating all responsibility along with all tasks.

D. Being capable of handling a variety of problems at the same time.

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. 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.

B. Allow me to check this further, I will call you at 10:00 with an update.

C. I have the information. I will get back to you as soon as possible.

D. Let me research this, I will call you back as soon as I have a resolution.

Which three facilitate success in any process change? (Choose three)

A. New processes.

B. Management direction.

C. Employee acceptance.

D. Clear objectives.

E. New technology.