HD0-200 Online Practice Questions and Answers

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 the customer you are new to the desk and are transferring their call.

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

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

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

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

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

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

C. To evaluate overall satisfaction levels with products.

D. To measure the quality of a single interaction.

What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A. Structured information gathering.

B. Root cause discussions.

C. Unstructured information gathering.

D. Logical analysis.

The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A. Identify possible causes of the problem.

B. Validate the problem statement.

C. Prioritise possible causes of the problem.

D. Identify customer assumptions.

Which is a technique used in paraphrasing? (Choose 1) A. Using synonyms.

B. Using the passive voice.

C. Using complex sentence patterns.

D. Using parroting.

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

A. Automatic Call Distributor.

B. Service Level Agreements.

C. Integration Server

D. Interactive Voice Response.

What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A. Agree with everything everyone says.

B. Take exclusive responsibility for projects.

C. Participate in and encourage communication.

D. Demonstrate individual responsibility.

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.

Which two business needs must be considered when allocating priorities? (Choose two)

A. Service level agreement commitments.

B. The customers status.

C. The impact on the business.

D. The customers location.

What are three things to consider when determining new help desk equipment requirements? (Choose three)

A. The expected call volume.

B. The budget available for new equipment.

C. The number of expected help desk personnel.

D. The functionality advertised with the most popular systems.