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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are four characteristics of self-help technology in a support environment? (Choose four)

A) It can be expensive to implement and maintain.
B) It is available 24/7.
C) It provides consistent responses to regular questions.
D) It requires minimal maintenance.
E) It enables customers to help themselves.
F) It can be impersonal.

2. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of expected calls.
B) Installing a knowledge database.
C) Designing a flow chart of required components.
D) Estimating the number of required help desk personnel.

3. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the probability customers will solve their own problems.
B) The longer the ASA, the higher the probability customers will solve their own problems.
C) The shorter the ASA, the higher the abandonment rate.
D) The longer the ASA, the higher the abandonment rate.

4. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
B) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

5. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Storage/space capacities.
B) Cost implications.
C) Location.
D) Computer telephony integration (CTI).

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