HD0-200 Online Practice Questions and Answers

What are three characteristics of effective leaders? (Choose three)

A. They closely monitor the team.

B. They practice and encourage fairness.

C. They are able to execute plans.

D. They delegate responsibility effectively.

What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A. Active Networking.

B. Involvement in Project management.

C. Involvement in cross-functional teams.

D. Participation in company-wide events and initiatives.

What are the two most important points to remember in order to manage a call successfully? (Choose two)

A. Give the customer something to do.

B. Use the same terminology as the customer.

C. Create a problem-solving work-flow.

D. Clearly document the situation and the steps taken.

What are the two most important characteristics of successful teams? (Choose 2)

A. They have individual responsibilities to which they work exclusively.

B. There are many different personalities and skills.

C. They are given challenges to meet and are rewarded effectively.

D. They always make all decisions together.

What is a common method used to analyse measurements? (Choose 1)

A. Root cause analysis.

B. Current state assessment.

C. Service level agreements.

D. Trend analysis.

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

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

B. Better knowledge management procedures.

C. Cost and expense can be justified.

D. The cost per problem is reduced.

What are the two most important uses for Computer Telephony Integration? (Choose 2)

A. It enables the manager to view help desk performance in real time.

B. It identifies callers to the help desk via screen pop.

C. It requires the customer to input data.

D. It prevents calls being queued.

E. It enables the blocking of unwanted calls.

What is the best description of a help desk technology infrastructure? (Choose 1)

A. The management structure of information flow, processes, and systems that are controlled by the help desk.

B. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.

C. The basic architecture of a help desk and its systems that determine how it functions.

D. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

Which three of the following items does a critical thinker apply? (Choose three)

A. Recognition that ultimate authority rests with reason and evidence.

B. Organisation of a problem into a series of logical, orderly steps.

C. Logical problem solving.

D. Rapid resolutions for all problems.

You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A. They have a pallid complexion.

B. They seem tense and often have white knuckles.

C. They have a new wardrobe of clothes.

D. They often seem short of breath.

E. They bite their fingernails.

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

A. The team is cross-functional.

B. The team lacks management support.

C. The team has clear objectives.

D. The team has multiple locations.

E. The team has insufficient time allocated for team activities.

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

A. They acknowledge the customer.

B. They restate/paraphrase to ensure understanding.

C. They understand that evidence and reasoning are critical.

D. They know the process for escalating a problem.

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

A. Completing one job before starting the next one.

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

C. Delegating all responsibility along with all tasks.

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

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

A. Using synonyms.

B. Using parroting.

C. Using the passive voice.

D. Using complex sentence patterns.

What is used to set customer expectations? (Choose 1)

A. Root cause processes.

B. Work flow procedures.

C. Service level agreements.

D. Standard operating procedures.