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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)

A) Using a confident tone, tell the customer you are new to the desk and are transferring their call.
B) Using a confident tone, tell the customer that you are unable to help them until tomorrow.
C) Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
D) Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.

2. A cross-functional team _____. (Choose 1)

A) Exists when members of a project team allow scope creep to divert the efforts of the team.
B) Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
C) Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.
D) Utilises individuals from multiple groups to maintain an all-round view of a project.

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

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

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

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

5. What are the two most important requirements for ensuring successful change management? (Choose 2)

A) Buy-in of affected stakeholders.
B) Administrative staff support.
C) Change management authorisation and approval.
D) IT approved changes.
E) Meeting ISO9000 documentation standards

Solutions: