HD0-200試験無料問題集（114題）「HDI Qualified Help Desk Senior Analyst 認定」

出題：1

What is the key benefit of root cause analysis? (Choose 1)

A. Better knowledge management procedures.

B. The cost per problem is reduced.

C. Cost and expense can be justified.

D. Calls for specific types of problem can be reduced or eliminated.

正解：D 解答を投票する

出題：2

Which is a technique used in paraphrasing? (Choose 1)

A. Using complex sentence patterns.

B. Using parroting.

C. Using the passive voice.

D. Using synonyms.

正解：D 解答を投票する

出題：3

A help desk analyst is on the phone with a customer 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. Let me research this, I will call you back as soon as I have a resolution.

C. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.

D. Allow me to check this further, I will call you at 10:00 with an update.

正解：D 解答を投票する

出題：4

What are two purposes of an on-going (event) survey? (Choose two)

A. To measure the quality of a single interaction.

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

C. To evaluate overall satisfaction levels with products.

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

正解：A,D 解答を投票する

出題：5

Which two are techniques for communicating cross culturally? (Choose two)

A. Ask lots of questions to check your understanding, even if it means interrupting them.

B. Slow the pace at which you speak.

C. Speak carefully and loudly.

D. Tell the customer you are having some difficulty in understanding them.

正解：B,D 解答を投票する

出題：6

You are a help desk analyst and you are having difficulty understanding a 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. Tell the customer you will send him a user manual.

C. Ask the customer to email you instead.

D. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

正解：A 解答を投票する

出題：7

What is the best description of a business case? (Choose 1)

A. A proposal for improvements to current business processes.

B. A shared business knowledge database.

C. A briefcase.

D. An analysis of help desk activities.

正解：A 解答を投票する

出題：8

Which are two characteristics of active listeners? (Choose two)

A. They know the process for escalating a problem.

B. They acknowledge the customer.

C. They restate/paraphrase to ensure understanding.

D. They understand that evidence and reasoning are critical.

正解：B,C 解答を投票する

出題：9

What is the best description of multi-tasking? (Choose 1)

A. Delegating all responsibility along with all tasks.

B. Starting tasks and handing them to subordinates to complete.

C. Being capable of handling a variety of problems at the same time.

D. Completing one job before starting the next one.

正解：C 解答を投票する

HD0-200試験無料問題集「HDI Qualified Help Desk Senior Analyst 認定」