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

2. 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.

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

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

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

5. What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A) Involvement in cross-functional teams.
B) Active Networking.
C) Involvement in Project management.
D) Participation in company-wide events and initiatives.

Solutions: