HDI HDI World wide Certification HD0-200

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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. Which three activities are characteristic of critical thinkers? (Choose three)

A) To remodel.
B) To improve.
C) To redesign.
D) To implement.

2. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) Have you ever had this error before?
B) What is the error code you see?
C) Have you spoken with the systems administrator?
D) What were the circumstances that led to this situation?

3. What are the two key benefits of self help technology? (Choose 2)

A) It allows for longer wrap-up time.
B) It educates customers.
C) It reduces the need for technical support staff.
D) It reduces calls in to the help desk.

4. What is unstructured information gathering? (Choose 1)

A) Asking questions in a free-form manner.
B) Identifying what happened vs. what was expected.
C) Using open questions to get customers to talk.
D) Not using acronyms and speaking at the customer's level.

5. Which is the best example of a problem statement? (Choose 1)

A) The application is not meeting customer expectations. They are writing to the IT manager to complain.
B) During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.
C) An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.
D) A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.

Solutions:

Question # 1 Answer: A,B,C

Question # 2 Answer: D

Question # 3 Answer: B,D

Question # 4 Answer: A

Question # 5 Answer: B