HD0-200 Online Practice Questions and Answers

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.

When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)

A. Telephony system.

B. Interactive Voice Response.

C. Call logging system.

D. Web server.

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

A. Active Networking.

B. Involvement in Project management.

C. Involvement in cross-functional teams.

D. Participation in company-wide events and initiatives.

What are the two most important points to remember in order to manage a call successfully? (Choose two)

A. Give the customer something to do.

B. Use the same terminology as the customer.

C. Create a problem-solving work-flow.

D. Clearly document the situation and the steps taken.

What are the two most important characteristics of successful teams? (Choose 2)

A. They have individual responsibilities to which they work exclusively.

B. There are many different personalities and skills.

C. They are given challenges to meet and are rewarded effectively.

D. They always make all decisions together.

What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A. Unstructured information gathering.

B. Structured information gathering.

C. Logical analysis.

D. Root cause discussions.

What are the two most important points to remember in order to manage a call successfully? (Choose two)

A. Create a problem-solving work-flow.

B. Use the same terminology as the customer.

C. Clearly document the situation and the steps taken.

D. Give the customer something to do.

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 am sorry, but my manager is not available at the moment. May I get her to call you back?

D. I appreciate your frustration with this; I have experienced this same problem many times.

Which three actions should be taken when implementing a change? (Choose three)

A. Designing a change around existing staff capabilities.

B. Testing the change in a controlled environment.

C. Identification of potential risks.

D. Seeking buy-in from stakeholders.

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

A. The team is cross-functional.

B. The team lacks management support.

C. The team has clear objectives.

D. The team has multiple locations.

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