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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

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

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

2. What are two key reasons that can cause a team to fail? (Choose two)

A) The team lacks management support.
B) The team is cross-functional.
C) The team has multiple locations.
D) The team has clear objectives.
E) The team has insufficient time allocated for team activities.

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

A) They understand that evidence and reasoning are critical.
B) They know the process for escalating a problem.
C) They restate/paraphrase to ensure understanding.
D) They acknowledge the customer.

4. What are two disadvantages of self-help technology? (Choose two)

A) It decreases customer dependency on the help desk.
B) There can be a loss of personalised service.
C) It does not fully utilise support resources.
D) It requires regular maintenance.

5. Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A) The shorter the ASA, the higher the probability customers will solve their own problems.
B) The longer the ASA, the higher the abandonment rate.
C) The longer the ASA, the higher the probability customers will solve their own problems.
D) The shorter the ASA, the higher the abandonment rate.

Solutions: