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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

What are three characteristics of effective leaders? (Choose three)

A. They are able to execute plans.
B. They closely monitor the team.
C. They practice and encourage fairness.
D. They delegate responsibility effectively.

Question 2

Which is a technique used in paraphrasing? (Choose 1)

A. Using complex sentence patterns.
B. Using the passive voice.
C. Using parroting.
D. Using synonyms.

Question 3

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

A. Slow the pace at which you speak.
B. Speak carefully and loudly.
C. Ask lots of questions to check your understanding, even if it means interrupting them.
D. Tell the customer you are having some difficulty in understanding them.

Question 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.

Question 5

A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A. Is your printer LAN connected?
B. Can anyone else print to the printer?
C. Is your printer networked?
D. What application are you trying to print from?

Solutions: