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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Communication & Customer Experience | 25% | - Customer Service Excellence
|
| Problem Solving & Troubleshooting | 25% | - Systematic Troubleshooting
|
| Performance & Knowledge Management | 20% | - Knowledge & Resource Management
|
| Help Desk Service Management | 30% | - Incident and Request Management
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
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 often seem short of breath.
- B. They bite their fingernails.
- C. They seem tense and often have white knuckles.
- D. They have a new wardrobe of clothes.
- E. They have a pallid complexion.
Correct Answer: A,C 🗳️
You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact.
What is the best action to take next? (Choose 1)
- A. Ask your team colleagues to concentrate on this problem with you.
- B. Explain to the customer what will happen next.
- C. Develop a multi-functional team to address the situation.
- D. Close the call.
Correct Answer: B 🗳️
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. Allow me to check this further, I will call you at 10:00 with an update.
- B. Let me research this, I will call you back as soon as I have a resolution.
- C. I have the information. I will get back to you as soon as possible.
- D. 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.
Correct Answer: A 🗳️
When communicating with a customer, it is best to avoid _____. (Choose two)
- A. Apologies.
- B. Use of slang.
- C. Technical terms.
- D. Empathising.
Correct Answer: B,C 🗳️
What are the two key benefits of self help technology? (Choose 2)
- A. It reduces the need for technical support staff.
- B. It reduces calls in to the help desk.
- C. It allows for longer wrap-up time.
- D. It educates customers.
Correct Answer: B,D 🗳️
