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Free HDI HD0-200 Sample Questions
Question 1
A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)
A. Log the customers details and take the next call.
B. Deliver an SLA reminder.
C. Reassign (escalate) the call to the appropriate team.
D. Immediately escalate to management.
Answer: C
Question 2
You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)
A. They have a pallid complexion.
B. They seem tense and often have white knuckles.
C. They have a new wardrobe of clothes.
D. They often seem short of breath.
E. They bite their fingernails.
Answer: B,D
Question 3
What are three key advantages of outsourcing? (Choose three)
A. Increased profitability.
B. Fewer resource requirements.
C. Lower capital outlay.
D. Decreased responsibility for customer satisfaction.
E. Reduced cost for provision of support.
Answer: B,C,E
Question 4
What are the three most important benefits to the customer of following help desk procedures? (Choose three)
A. Customers assign the priority.
B. Traceability of help desk actions and activities.
C. Fair and consistent treatment.
D. Faster, more efficient service.
Answer: B,C,D
Question 5
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 manager is not available at the moment. May I get her to call you back?
B. I am sorry, but my supervisor does not handle these situations, I can assist you.
C. It would be easier to resolve this call if you calm down.
D. I appreciate your frustration with this; I have experienced this same problem many times.
Answer: A
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