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DOWNLOAD DEMO

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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What is a purpose of self-help technology? (Choose 1)

A) To encourage a higher call volume.
B) To help build rapport between support staff and customers.
C) To maintain customers reliance on the help desk.
D) To help make best use of available staff.

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

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

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

5. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Logical analysis.
B) Root cause discussions.
C) Structured information gathering.
D) Unstructured information gathering.

Solutions: