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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

A) Knowledge management system.
B) Screen pop.
C) Public Branch Exchange (PBX).
D) Incident logging system.

2. 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 synergistic approach.
C) A sycophantic approach.
D) A deductive approach.

3. 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) Faster, more efficient service.
D) Fair and consistent treatment.

4. What are three basic components of Computer Telephony Integration? (Choose three)

A) Integration Server
B) Interactive Voice Response.
C) Service Level Agreements.
D) Automatic Call Distributor.

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

A) Involvement in cross-functional teams.
B) Participation in company-wide events and initiatives.
C) Involvement in Project management.
D) Active Networking.

Solutions: