Exam Name: HDI Qualified Help Desk Senior Analyst
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Desk Operations | - Operational Effectiveness
|
| Incident and Problem Management | - Support Process Management
|
| Customer Service and Communication | - Customer Interaction Skills
|
| Business and Organizational Awareness | - Support Organization Integration
|
| Leadership and Professional Development | - Senior Analyst Responsibilities
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What is used to set customer expectations? (Choose 1)
- A. Root cause processes.
- B. Work flow procedures.
- C. Standard operating procedures.
- D. Service level agreements.
Correct Answer: D 🗳️
You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)
- A. Ask your team colleagues to concentrate on this problem with you.
- B. Close the call.
- C. Explain to the customer what will happen next.
- D. Develop a multi-functional team to address the situation.
Correct Answer: C 🗳️
Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)
- A. Have you ever had this error before?
- B. What were the circumstances that led to this situation?
- C. Have you spoken with the systems administrator?
- D. What is the error code you see?
Correct Answer: B 🗳️
What are three basic components of Computer Telephony Integration? (Choose three)
- A. Service Level Agreements.
- B. Automatic Call Distributor.
- C. Interactive Voice Response.
- D. Integration Server
Correct Answer: B,C,D 🗳️
What is a principle of structured information gathering? (Choose 1)
- A. Asking questions in a practiced manner.
- B. Asking questions in a predetermined sequence.
- C. Asking questions using a logical, methodical approach.
- D. Asking questions in a free-form manner.
Correct Answer: B 🗳️
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