HD0-200 Online Practice Questions and Answers

What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

A. The total number of calls abandoned divided by total calls answered x 100.

B. The total number of calls abandoned minus total calls answered x 100.

C. The total number of calls abandoned divided by total number of calls x 100.

D. The total number of calls answered minus total calls abandoned x 100.

Which is the best example of a problem statement? (Choose 1)

A. The application is not meeting customer expectations. They are writing to the IT manager to complain.

B. During product installation the following DLL modules were not found: AWFXAB32.DLL, CRPT32.DLL, OLE32.DLL.

C. An application failed with a 999 error message and blue screen. The database appears to be corrupted and there is no backup.

D. A customer attempted to print from the reporting module and had a printer error. The customer is not very knowledgeable about the application.

The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

A. Identify customer assumptions.

B. Identify possible causes of the problem.

C. Prioritise possible causes of the problem.

D. Validate the problem statement.

Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A. What were the circumstances that led to this situation?

B. Have you ever had this error before?

C. Have you spoken with the systems administrator?

D. What is the error code you see?

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

A. They demonstrate sympathy.

B. They avoid using verbal attends.

C. They use the customer's name.

D. They listen for, and recognise, emotion words.

Which is a technique used in paraphrasing? (Choose 1) A. Using synonyms.

B. Using the passive voice.

C. Using complex sentence patterns.

D. Using parroting.

A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask? (Choose 1)

A. What application are you trying to print from?

B. Can anyone else print to the printer?

C. Is your printer LAN connected?

D. Is your printer networked?

What are two disadvantages of self-help technology? (Choose two)

A. There can be a loss of personalised service.

B. It requires regular maintenance.

C. It does not fully utilise support resources.

D. It decreases customer dependency on the help desk.

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.

What are three key advantages of outsourcing? (Choose three)

A. Increased profitability.

B. Fewer resource requirements.

C. Lower capital outlay.

D. Decreased responsibility for customer satisfaction.

E. Reduced cost for provision of support.

A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

A. Log the customers details and take the next call.

B. Deliver an SLA reminder.

C. Reassign (escalate) the call to the appropriate team.

D. Immediately escalate to management.

Why is it important to record and analyse customer complaints? (Choose 1)

A. To identify customers who are never satisfied.

B. To gain insight into customer perceptions.

C. To prove that other IT groups are meeting customer expectations.

D. To demonstrate that customers are not aware of service level agreements.

What is unstructured information gathering? (Choose 1)

A. Asking questions in a free-form manner.

B. Not using acronyms and speaking at the customer's level.

C. Identifying what happened vs. what was expected.

D. Using open questions to get customers to talk.

As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk. Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

A. Effective highlighting of individual shortcomings.

B. Effective demands for respect for your expertise.

C. Effective meeting management.

D. Effective discouragement of humour.

E. Effective facilitation.

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.