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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is unstructured information gathering? (Choose 1)

A) Identifying what happened vs. what was expected.
B) Not using acronyms and speaking at the customer's level.
C) Asking questions in a free-form manner.
D) Using open questions to get customers to talk.

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

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

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

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

4. What are the three most common self-help technologies? (Choose three)

A) Frequently Asked Questions.
B) Fax-back systems.
C) Application online help systems.
D) Call logging systems.

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

A) They may hinder interdepartmental rapport.
B) They may be time consuming.
C) Departmental managers may lose control.
D) They may pull staff away from their normal duties.

Solutions: