HD0-200問題集、HDI実際の試験問題

質問 1

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.

正解: B,E

質問 2

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

A. Use the same terminology as the customer.

B. Create a problem-solving work-flow.

C. Clearly document the situation and the steps taken.

D. Give the customer something to do.

正解: A,C

質問 3

What is the first step of the incident management process? (Choose 1)

A. Acknowledge and set expectations.

B. Receive customer request.

C. Drive problem acceptance.

D. Communicate completion.

正解: B

質問 4

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

A. They are able to execute plans.

B. They practice and encourage fairness.

C. They closely monitor the team.

D. They delegate responsibility effectively.

正解: A,B,D

質問 5

What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A. Agree with everything everyone says.

B. Demonstrate individual responsibility.

C. Take exclusive responsibility for projects.

D. Participate in and encourage communication.

正解: B,D

質問 6

When communicating with a customer, it is best to avoid _____. (Choose two)

A. Apologies.

B. Empathising.

C. Technical terms.

D. Use of slang.

正解: C,D

質問 7

If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

A. Assure the customer that you are competent and can handle their call just as well as your colleague.

B. Tell the customer you will discuss their problem with the analyst they requested later on in the day.

C. Advise the customer that speaking to you instead will provide a faster service than if they waited.

D. Tell the customer the analyst is busy on a project, but they can hold on if they like.

正解: C

質問 8

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 new wardrobe of clothes.

B. They have a pallid complexion.

C. They seem tense and often have white knuckles.

D. They bite their fingernails.

E. They often seem short of breath.

正解: C,E

HDI Qualified Help Desk Senior Analyst - HD0-200 模擬練習