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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

A) I appreciate your frustration with this; I have experienced this same problem many times.
B) I am sorry, but my supervisor does not handle these situations, I can assist you.
C) I am sorry, but my manager is not available at the moment. May I get her to call you back?
D) It would be easier to resolve this call if you calm down.

2. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Incident logging system.
B) Screen pop.
C) Public Branch Exchange (PBX).
D) Knowledge management system.

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

A) Interactive Voice Response.
B) Web server.
C) Call logging system.
D) Telephony system.

4. What are two purposes of an on-going (event) survey? (Choose two)

A) To evaluate overall satisfaction levels with products.
B) To trend levels of customer satisfaction between annual (periodic) surveys.
C) To assess satisfaction levels with all help desk services.
D) To measure the quality of a single interaction.

5. What is the key benefit of root cause analysis? (Choose 1)

A) Calls for specific types of problem can be reduced or eliminated.
B) Cost and expense can be justified.
C) The cost per problem is reduced.
D) Better knowledge management procedures.

Solutions: