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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What is a purpose of self-help technology? (Choose 1)

A) To encourage a higher call volume.
B) To maintain customers reliance on the help desk.
C) To help make best use of available staff.
D) To help build rapport between support staff and customers.

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

A) To measure the quality of a single interaction.
B) To evaluate overall satisfaction levels with products.
C) To trend levels of customer satisfaction between annual (periodic) surveys.
D) To assess satisfaction levels with all help desk services.

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

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

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

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

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

A) Starting tasks and handing them to subordinates to complete.
B) Being capable of handling a variety of problems at the same time.
C) Delegating all responsibility along with all tasks.
D) Completing one job before starting the next one.

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