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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) Have you spoken with the systems administrator?
B) What is the error code you see?
C) What were the circumstances that led to this situation?
D) Have you ever had this error before?

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

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

4. Which are two characteristics of active listeners? (Choose two)

A) They understand that evidence and reasoning are critical.
B) They know the process for escalating a problem.
C) They restate/paraphrase to ensure understanding.
D) They acknowledge the customer.

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

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

Solutions: