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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

Question 1

As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A. Effective facilitation.
B. Effective discouragement of humour.
C. Effective meeting management.
D. Effective demands for respect for your expertise.
E. Effective highlighting of individual shortcomings.

Question 2

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

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

Question 3

What are two purposes of an on-going (event) survey? (Choose two)

A. To evaluate overall satisfaction levels with products.
B. To trend levels of customer satisfaction between annual (periodic) surveys.
C. To measure the quality of a single interaction.
D. To assess satisfaction levels with all help desk services.

Question 4

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

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

Question 5

What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A. The total number of calls abandoned divided by total calls answered x 100.
B. The total number of calls answered minus total calls abandoned x 100.
C. The total number of calls abandoned minus total calls answered x 100.
D. The total number of calls abandoned divided by total number of calls x 100.

Solutions: