HD0-200 Online Practice Questions and Answers

What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A. Explain why their problem happened in the first place.

B. Apologise, thank them for calling and close the call.

C. Listen to them, document all the details, and ensure that it is followed up.

D. Tell them that the group at fault for the complaint they made will contact them.

A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A. An inductive approach.

B. A deductive approach.

C. A sycophantic approach.

D. A synergistic approach.

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 that you are unable to help them until tomorrow.

B. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.

C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

D. Using a confident tone, tell the customer you are new to the desk and are transferring their call.

What are two key reasons that can cause a team to fail? (Choose two)

A. The team has clear objectives.

B. The team lacks management support.

C. The team is cross-functional.

D. The team has multiple locations.

E. The team has insufficient time allocated for team activities.

The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A. Identify customer assumptions.

B. Identify possible causes of the problem.

C. Prioritise possible causes of the problem.

D. Validate the problem statement.

What are two components of a network? (Choose two)

A. Hub.

B. Remote support.

C. Ping.

D. Router.

Which three common infrastructure components are commonly found in a Help Desk? (Choose three)

A. Public Branch Exchange (PBX).

B. Screen pop.

C. Knowledge management system.

D. Incident logging system.

How can the help desk be of strategic benefit to the organisation? (Choose one)

A. It increases staff levels.

B. It ensures that customers speak only to the help desk personnel.

C. It is a useful source of information.

D. It ensures rigid adherence to operational policies.

Which three of the following items does a critical thinker apply? (Choose three)

A. Recognition that ultimate authority rests with reason and evidence.

B. Organisation of a problem into a series of logical, orderly steps.

C. Logical problem solving.

D. Rapid resolutions for all problems.

What are three things to consider when determining new help desk equipment requirements? (Choose three)

A. The expected call volume.

B. The budget available for new equipment.

C. The number of expected help desk personnel.

D. The functionality advertised with the most popular systems.