HD0-200 pdf, QQ0-100덤프

IT인증시험에 도전해보려는 분들은 회사에 다니는 분들이 대부분입니다. 승진을 위해서나 연봉협상을 위해서나 자격증 취득은 지금시대의 필수입니다. ITExamDump의HDI인증 HD0-200덤프는 회사다니느라 바쁜 나날을 보내고 있는 분들을 위해 준비한 시험준비공부자료입니다. ITExamDump의HDI인증 HD0-200덤프를 구매하여 pdf버전을 공부하고 소프트웨어버전으로 시험환경을 익혀 시험보는게 두렵지 않게 해드립니다. 문제가 적고 가격이 저렴해 누구나 부담없이 애용 가능합니다. ITExamDump의HDI인증 HD0-200덤프를 데려가 주시면 기적을 안겨드릴게요.

IT인증자격증은 국제적으로 승인받는 자격증이기에 많이 취득해두시면 취업이나 승진이나 이직이나 모두 편해집니다. 다른 사람이 없는 자격증을 내가 가지고 있다는것은 실력을 증명해주는 수단입니다. HDI인증 QQ0-100시험은 널리 승인받는 자격증의 시험과목입니다. HDI인증 QQ0-100덤프로HDI인증 QQ0-100시험공부를 하시면 시험패스 난이도가 낮아지고 자격증 취득율이 높이 올라갑니다.자격증을 많이 취득하여 취업이나 승진의 문을 두드려 보시면 빈틈없이 닫힌 문도 활짝 열릴것입니다.

많은 시간과 정신력을 투자하고 모험으로HDI인증HD0-200시험에 도전하시겠습니까? 아니면 우리ITExamDump 의 도움으로 시간을 절약하시겠습니까? 요즘 같은 시간인 즉 모든 것인 시대에 여러분은 당연히 ITExamDump의 제품이 딱 이라고 생각합니다. 그리고 우리 또한 그 많은 덤프판매사이트 중에서도 단연 일등이고 생각합니다. 우리 ITExamDump선택함으로 여러분은 성공을 선택한 것입니다.

시험 번호/코드: HD0-200
시험 이름: HDI Qualified Help Desk Senior Analyst
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시험 번호/코드: QQ0-100
시험 이름: HDI qualified help desk analyst(hda)
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수많은HDI인증 QQ0-100시험공부자료중에서ITExamDump의HDI인증 QQ0-100덤프가 가장 출중한 원인은 무엇일가요? ITExamDump의HDI인증 QQ0-100덤프는 실제시험문제의 출제방향을 연구하여 IT전문가로 되어있는 덤프제작팀이 만든 최신버전 덤프입니다. ITExamDump의HDI인증 QQ0-100덤프가 있으면 힘든HDI인증 QQ0-100시험이 쉬어져서 자격증을 제일 빠른 시간내에 취득할수 있습니다.제일 어려운 시험을 제일 간단한 방법으로 패스하는 방법은ITExamDump의HDI인증 QQ0-100덤프로 시험준비 공부를 하는것입니다.

저희는 수많은 IT자격증시험에 도전해보려 하는 IT인사들께 편리를 가져다 드리기 위해 HDI HD0-200실제시험 출제유형에 근거하여 가장 퍼펙트한 시험공부가이드를 출시하였습니다. 많은 사이트에서 판매하고 있는 시험자료보다 출중한ITExamDump의 HDI HD0-200덤프는 실제시험의 거의 모든 문제를 적중하여 고득점으로 시험에서 한방에 패스하도록 해드립니다. HDI HD0-200시험은ITExamDump제품으로 간편하게 도전해보시면 후회없을 것입니다.

HDI인증QQ0-100시험을 패스하여 자격증을 취득한다면 여러분의 미래에 많은 도움이 될 것입니다.HDI인증QQ0-100시험자격증은 it업계에서도 아주 인지도가 높고 또한 알아주는 시험이며 자격증 하나로도 취직은 문제없다고 볼만큼 가치가 있는 자격증이죠.HDI인증QQ0-100시험은 여러분이 it지식테스트시험입니다.

ITExamDump에서 출시한 HDI 인증 QQ0-100시험덤프는ITExamDump의 엘리트한 IT전문가들이 IT인증실제시험문제를 연구하여 제작한 최신버전 덤프입니다. 덤프는 실제시험의 모든 범위를 커버하고 있어 시험통과율이 거의 100%에 달합니다. 제일 빠른 시간내에 덤프에 있는 문제만 잘 이해하고 기억하신다면 시험패스는 문제없습니다.

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NO.1 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 new wardrobe of clothes
B. They seems tense and often have white knuckles
C. They bite their fingernails
D. They have a palllid complextion
E. They often seem short of breath
Answer: B, E

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NO.2 What is the best description of multi-tasking? (Choose 1)
A. Delegating all responsibility along with all tasks
B. Completing one job before starting the next one
C. Starting tasks and handling them to subordinates to complete
D. Being capable of handling a variety of problems at the same time
Answer: D

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NO.3 Which three characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus
B. Reactive focus
C. Proactive focus
D. Information giving focus
E. Integrated focus
Answer: B, C, D.

NO.4 A help desk analyst is on the phone with Certkiller .com and does not know the solution
for the problem. What is the best technique for them to use to disengage from the call?
(Choose 1)
A. I have the information. I will get back to you as soon as possible
B. Allow me to check this further. I will call you at 10:00 with an update
C. Let me research this, I will call you back as soon as I have a resolution
D. Permit me to check with some other members of my team, I will get back to you as
soon as I review with this them
Answer: B

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NO.5 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
Answer: B, C.

NO.6 You are a help desk analyst and you are having difficulty understanding customer from
another country. What is the best action for you to take? (Choose 1)
A. Ask the customer if there is someone else who speaks your language more fluently
who could assist
B. Ask the customer to email you instead
C. Tell the customer you are sorry but you cannot understand him, and suggest he calls
back another time
D. Tell the customer you will send him a user manual
Answer: A

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NO.7 What are the three best methods for building rapport among departments within
thesupport organisation? (Choose three)
A. Active Networking
B. Involvement in Project management
C. Participation in company-wide events and initiatives
D. Involvement in cross-functional teams
Answer: A, C, D.

NO.8 When designing a help desk technology infrastructure, which two components are most
commonly included? (Choose two)
A. Interactive Voice Response
B. Web Server
C. Telephony system
D. Call logging system
Answer: C, D.

HD0-400교육, QQ0-100최신버전덤프

HDI인증 HD0-400시험은 IT업종종사분들에게 널리 알려진 유명한 자격증을 취득할수 있는 시험과목입니다. HDI인증 HD0-400시험은 영어로 출제되는만큼 시험난이도가 많이 높습니다.하지만 ITExamDump의HDI인증 HD0-400덤프만 있다면 아무리 어려운 시험도 쉬워집니다. 오르지 못할 산도 정복할수 있는게ITExamDump제품의 우점입니다. ITExamDump의HDI인증 HD0-400덤프로 시험을 패스하여 자격증을 취득하면 정상에 오를수 있습니다.

ITExamDump는 여러분이HDI 인증QQ0-100인증시험 패스와 추후사업에 모두 도움이 되겠습니다. ITExamDump제품을 선택함으로 여러분은 시간도 절약하고 돈도 절약하는 일석이조의 득을 얻을수 있습니다. 또한 구매후 일년무료 업데이트 버전을 받을수 있는 기회를 얻을수 있습니다. HDI 인증QQ0-100 인증시험패스는 아주 어렵습니다. 자기에 맞는 현명한 학습자료 선택은 성공의 지름길을 내딛는 첫발입니다. 퍼펙트한 자료만이 시험에서 성공할수 있습니다. ITExamDump시험문제와 답이야 말로 퍼펙트한 자료이죠. ITExamDump HDI 인증QQ0-100인증시험자료는 100% 패스보장을 드립니다.

요즘 같은 인재가 많아지는 사회에도 많은 업계에서는 아직도 관련인재가 부족하다고 합니다.it업계에서도 이러한 상황입니다.HDI HD0-400시험은 it인증을 받을 수 있는 좋은 시험입니다. 그리고ITExamDump는HDI HD0-400덤프를 제공하는 사이트입니다.

시험 번호/코드: HD0-400
시험 이름: HDI Qualified Customer Support Specialist
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업데이트: 2014-05-22

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시험 번호/코드: QQ0-100
시험 이름: HDI qualified help desk analyst(hda)
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업데이트: 2014-05-22

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ITExamDump는HD0-400시험문제가 변경되면HD0-400덤프업데이트를 시도합니다. 업데이트가능하면 바로 업데이트하여 업데이트된 최신버전을 무료로 제공해드리는데 시간은 1년동안입니다. HD0-400시험을 패스하여 자격증을 취득하고 싶은 분들은ITExamDump제품을 추천해드립니다.온라인서비스를 찾아주시면 할인해드릴게요.

IT업계 종사자라면 누구나 HDI 인증HD0-400시험을 패스하고 싶어하리라고 믿습니다. 많은 분들이 이렇게 좋은 인증시험은 아주 어렵다고 생각합니다. 네 맞습니다. 패스할 확율은 아주 낮습니다. 노력하지 않고야 당연히 불가능한 일이 아니겠습니까? HDI 인증HD0-400 시험은 기초 지식 그리고 능숙한 전업지식이 필요 합니다. ITExamDump는 여러분들한테HDI 인증HD0-400시험을 쉽게 빨리 패스할 수 있도록 도와주는 사이트입니다. ITExamDump의HDI 인증HD0-400시험관련 자료로 여러분은 짧은 시간내에 간단하게 시험을 패스할수 있습니다. 시간도 절약하고 돈도 적게 들이는 이런 제안은 여러분들한테 딱 좋은 해결책이라고 봅니다.

HDI QQ0-100인증시험패스는 아주 어렵습니다. 자기에맞는 현명한 학습자료선택은 성공을 내딛는 첫발입니다. 퍼펙트한 자료만의 시험에 성공할수 있습니다. Pass4Tes시험문제와 답이야 말로 퍼펙트한 자료이죠. 우리HDI QQ0-100인증시험자료는 100%보장을 드립니다. 또한 구매 후 일년무료 업데이트버전을 받을 수 있는 기회를 얻을 수 있습니다.

HD0-400 덤프무료샘플다운로드하기: http://www.itexamdump.com/HD0-400.html

NO.1 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

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NO.2 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

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NO.3 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

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NO.4 Certkiller .com calls with a problem you know they could solve using the Support Centre
web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B

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NO.5 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

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NO.6 What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without
offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are
being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame
for problems.
Answer: B

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NO.7 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

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NO.8 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

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HDI HD0-100 최신덤프

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시험 번호/코드: HD0-100
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NO.1 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C

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NO.2 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D

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NO.3 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
C. See what you can do to assist any co-worker who is unhappy or experiencing
problems
D. Try to have a positive and memorable effect on every person you communicate with
each day
Answer: B, C, D

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NO.4 A customer calls the support centre and describes a problem. The analyst is not
certain what the problem is. What is the appropriate strategy for eliciting the
information a second time?
A. Begin troubleshooting
B. Transfer the call to a more experienced analyst
C. Ask the customer to repeat the problem back to you
D. Repeat back to the customer what you thought you heard
Answer: D

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NO.5 Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A. Determine management bonuses
B. Identify changes to products, services and processes
C. Measure performance of individual analysts at the help desk
D. Evaluate customer satisfaction with products, services and personnel
Answer: B, D

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NO.6 What should you do to assess A customer level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: B

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NO.7 DRAG DROP
Place the network terms that are most related to one another and that provide
similar functionality next to each other.
Answer: .

NO.8 Which question allows you to determine whether or not your customer is logged on
to the network?
A. What is your login ID?
B. Can you access e-mail?
C. Are you logged on to the network?
D. Which drives are displayed on your computer?
Answer: D

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NO.9 Which two are typically the fastest methods to send a message to all help desk
personnel? (Choose two.)
A. E-mail
B. Voice mail
C. Short text messaging
D. Broadcast messaging
Answer: A, C

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NO.10 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: A, B

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NO.11 A customer calls with a printing problem. You start the troubleshooting process by
asking some simple questions. The customer admits that this is his first time using a
computer.
Which three questions should be used to obtain necessary information to solve the
problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this server
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other
applications
D. Guide the customer through checking the printer connection and making sure the
power is turned on
Answer: A, B, D

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NO.12 Companies typically restrict access to which three types of data? (Choose three.)
A. Office location
B. Personnel records
C. Payroll information
D. Proprietary information
Answer: B, C, D

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NO.13 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D

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NO.14 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B

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NO.15 Which two are characteristics of unsuccessful teams? (Choose two.)
A. Independence
B. Lack objectives
C. Lack of ownership
D. Good team morale
Answer: B, C

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NO.16 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B

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NO.17 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C

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NO.18 Which three media can be used to conduct surveys? (Choose three.)
A. E-mail
B. The Internet
C. A suggestion box
D. Personal interviews
Answer: A, C, D

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NO.19 For which two reasons is it important to have documented processes and
procedures? (Choose two.)
A. Ensures consistent service
B. Identifies areas out of policy
C. Promotes adherence to policies
D. Justification for not meeting customer expectations
Answer: A, C

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NO.20 Which two are characteristics of an organization with good inter-departmental
relationships? (Choose two.)
A. High employee morale
B. Low employee turnover
C. Low superior-to-subordinate interaction
D. Low turnover rate between organisations
Answer: A, B

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시험 번호/코드: HD0-400
시험 이름: HDI (HDI Qualified Customer Support Specialist)
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NO.1 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.2 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C

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NO.3 Certkiller .com calls with a problem you know they could solve using the Support Centre
web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B

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NO.4 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D

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NO.5 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C

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NO.6 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C

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NO.7 When is it most appropriate to escalate an incident to a manager?
A. Escalate an incident if the customer begins to complain.
B. Escalate an incident the customer is emotional.
C. Escalate an incident if the customer requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C

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NO.8 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B

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NO.9 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A

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NO.10 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C

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NO.11 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B

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NO.12 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A

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NO.13 What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D

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NO.14 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D

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NO.15 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A

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NO.16 Which of the following is most likely to be a barrier to communication?
A. The customer ability to use self-help systems.
B. The customer previous experience with the Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.
Answer: B

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NO.17 What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without
offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are
being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame
for problems.
Answer: B

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NO.18 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B

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NO.19 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B

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NO.20 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D

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Q&A: 114 문항
업데이트: 2013-10-15

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NO.1 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
Answer: B, C.

NO.2 A help desk analyst is on the phone with Certkiller .com and does not know the solution
for the problem. What is the best technique for them to use to disengage from the call?
(Choose 1)
A. I have the information. I will get back to you as soon as possible
B. Allow me to check this further. I will call you at 10:00 with an update
C. Let me research this, I will call you back as soon as I have a resolution
D. Permit me to check with some other members of my team, I will get back to you as
soon as I review with this them
Answer: B

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NO.3 Which are two characteristics of active listeners? (Choose two)
A. They demonstrate sympathy
B. They use the customer's name
C. They avoid using verbal attends
D. They listen for, and recognise, emotion words
Answer: B, D.

NO.4 You are speaking to Certkiller .com who has an incident that requires you to perform
further research before you can apply a resolution. You document the situation and the
impact.What is the best action to take next? (Choose 1)
A. Close the call
B. Develop a multi-functional team to address the situation
C. Ask your team colleagues to concentrate on this problem with you
D. Explain to the customer what will happen next
Answer: D

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NO.5 What is the best description of multi-tasking? (Choose 1)
A. Delegating all responsibility along with all tasks
B. Completing one job before starting the next one
C. Starting tasks and handling them to subordinates to complete
D. Being capable of handling a variety of problems at the same time
Answer: D

HDI   HD0-200   HD0-200

NO.6 When communicating with Certkiller .com, it is best to avoid_______. (Choose two)
A. Apologies
B. Empathising
C. User of slang
D. Technical terms
Answer: C, D.

NO.7 What are two purposes of an on-going (event) survey? (Choose two)
A. To evaluate overall satisfaction levels with products
B. To measure the quality of a single interaction
C. To assess satisfaction levels with all help desk services
D. To trend levels of customer satisfaction between annual (periodic) surveys
Answer: B, D

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NO.8 Which two business needs must be considered when allocating priorities?(Chooose two)
A. The impact on the business
B. The customers status
C. The customers location
D. Service level agreement commitments
Answer: A, D

HDI   HD0-200시험문제   HD0-200시험문제

NO.9 What are the three best methods for building rapport among departments within
thesupport organisation? (Choose three)
A. Active Networking
B. Involvement in Project management
C. Participation in company-wide events and initiatives
D. Involvement in cross-functional teams
Answer: A, C, D.

NO.10 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 new wardrobe of clothes
B. They seems tense and often have white knuckles
C. They bite their fingernails
D. They have a palllid complextion
E. They often seem short of breath
Answer: B, E

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NO.11 Which are two characteristics of active listeners? (Choose two)
A. They acknowledge the customer
B. They know the process for escalating a problem
C. They restate/paraphrase to ensure understanding
D. They understand that evidence and reasoning are critical
Answer: A, C

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NO.12 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 them you dont have a resolution for their incident yet but
you are finding out by using the knowledgebase
B. Using a confident tone, tell the customer you are new to the desk and are transferring
their call
C. Using a confident tone, ask the customer to call a 2nd line team, and provide their
telephone number
D. Using a confident tone, tell the cutomer that you are unable to help them until
tomorrow
Answer: A

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NO.13 Which question should you ask to best assess Certkiller .com's experience and knowledge
level? (Choose 1)
A. What is the error code you see?
B. Have you ever had this error before?
C. What were the circumstances that held to this situation?
D. Have you spoken with the systems administrator?
Answer: C

HDI인증   HD0-200   HD0-200최신덤프

NO.14 Why is it important to record and analyse customer complaints? (Choose 1)
A. To gain insight into customer perceptions
B. To identify customers who are never satisfied
C. To prove that other IT groups are meeting customer expectations
D. To demonstrate that customers are not aware of service level agreements
Answer: A

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NO.15 When designing a help desk technology infrastructure, which two components are most
commonly included? (Choose two)
A. Interactive Voice Response
B. Web Server
C. Telephony system
D. Call logging system
Answer: C, D.

NO.16 Which three characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus
B. Reactive focus
C. Proactive focus
D. Information giving focus
E. Integrated focus
Answer: B, C, D.

NO.17 How can the help desk be of strategic benefit to the organisation?
(Choose one)
A. It increase staff levels
B. It is a useful source of information
C. It ensures rigid adherence to opertional policies
D. It ensures that customers speak only to the help desk personnel
Answer: B

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NO.18 What are the two most important purposes of an annual survey? (Choose two)
A. To assess IT technical support
B. To evaluate overall satisfaction levels
C. To identify changes customers feel are valuable
D. To measure changes in products and services from the previous year
Answer: B, C

HDI pdf   HD0-200최신덤프   HD0-200

NO.19 You are a help desk analyst and you are having difficulty understanding customer from
another country. What is the best action for you to take? (Choose 1)
A. Ask the customer if there is someone else who speaks your language more fluently
who could assist
B. Ask the customer to email you instead
C. Tell the customer you are sorry but you cannot understand him, and suggest he calls
back another time
D. Tell the customer you will send him a user manual
Answer: A

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NO.20 An upset, frustrated customer asks to speak to the help desk manager.
What is your most appropriate response? (Choose 1)
A. It would be easier to resolve this call if you calm down
B. I am sorry, but my manager is not available at the moment. May I get her to call you
back
C. I am sorry, but my supervisor does not handle these situations, I can assist you
D. I appreciate your frustration with this, I have experienced this same problem many
times
Answer: B

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