HDI Qualified Help Desk Senior Analyst - HD0-200 Free Exam Questions

A. The shorter the ASA, the higher the abandonment rate.

B. The longer the ASA, the higher the probability customers will solve their own problems.

C. The shorter the ASA, the higher the probability customers will solve their own problems.

D. The longer the ASA, the higher the abandonment rate.

A. Management direction.

B. New processes.

C. Clear objectives.

D. Employee acceptance.

E. New technology.

A. Using complex sentence patterns.

B. Using synonyms.

C. Using parroting.

D. Using the passive voice.

A. To evaluate overall satisfaction levels with products.

B. To assess satisfaction levels with all help desk services.

C. To measure the quality of a single interaction.

D. To trend levels of customer satisfaction between annual (periodic) surveys.

A. Utilises individuals from multiple groups to maintain an all-round view of a project.

B. Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.

C. Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.

D. Exists when members of a project team allow scope creep to divert the efforts of the team.

A. Use of slang.

B. Empathising.

C. Apologies.

D. Technical terms.

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

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

C. Using a confident tone, tell the customer that you are unable to help them until tomorrow.

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

A. Faster, more efficient service.

B. Traceability of help desk actions and activities.

C. Customers assign the priority.

D. Fair and consistent treatment.

A. Approval from Health and Safety.

B. Monthly statistics.

C. Finance details.

D. A process to activate the plan.

E. Personnel identification and training.

A. To evaluate overall satisfaction levels with products.

B. To assess satisfaction levels with all help desk services.

C. To measure the quality of a single interaction.

D. To trend levels of customer satisfaction between annual (periodic) surveys.