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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Create a problem-solving work-flow.
B) Give the customer something to do.
C) Use the same terminology as the customer.
D) Clearly document the situation and the steps taken.

2. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)

A) Ask the customer if there is someone else who speaks your language more fluently who could assist.
B) Tell the customer you will send him a user manual.
C) Ask the customer to email you instead.
D) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

3. What are two key reasons that can cause a team to fail? (Choose two)

A) The team is cross-functional.
B) The team has insufficient time allocated for team activities.
C) The team has clear objectives.
D) The team lacks management support.
E) The team has multiple locations.

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

A) Employee acceptance.
B) Clear objectives.
C) New processes.
D) Management direction.
E) New technology.

5. What are two key reasons that can cause a team to fail? (Choose two)

A) The team is cross-functional.
B) The team has insufficient time allocated for team activities.
C) The team has clear objectives.
D) The team lacks management support.
E) The team has multiple locations.

Solutions: