The latest qq0-200 practice exam
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Latest qq0-200 exam dumps
Exam Number/Code: qq0-200
Questions and Answers:114 Q&As
Updated: 2009-09-22
Register for Exam: Prometric/Pearson VUE
Exam Name:hdi qualified help desk senior analyst(hdsa)
qq0-200 dumps Description
Credit Toward CertificationWhen you pass Exam qq0-200: hdi qualified help desk senior analyst(hdsa), you complete the requirements for the following certification(s):
HDI Certified Technical Specialist: hdi qualified help desk senior analyst(hdsa) Note This preparation guide is subject to change at any time without prior notice and at the sole discretion of HDI. HDI exams might include adaptive testing technology and simulation items. HDI does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format.
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Exam : HDI Worldwide QQ0-200
Title : Hdi qualified help desk senior analyst(hdsa)
1. When communicating with a customer, it is best to avoid _____. (Choose two)
A. Apologies.
B. Empathising.
C. Use of slang.
D. Technical terms.
Answer: CD
2. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A. It would be easier to resolve this call if you calm down.
B. I am sorry, but my manager is not available at the moment. May I get her to call you back?
C. I am sorry, but my supervisor does not handle these situations, I can assist you.
D. I appreciate your frustration with this; I have experienced this same problem many times.
Answer: B
3. Which three are characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus.
B. Reactive focus.
C. Proactive focus.
D. Information giving focus.
E. Integrated focus.
Answer: BCD
4. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)
A. Interactive Voice Response.
B. Web server.
C. Telephony system.
D. Call logging system.
Answer: CD
5. 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. Close the call.
B. Develop a multi-functional team to address the situation.
C. Ask your team colleagues to concentrate on this problem with you.
D. Explain to the customer what will happen next.
Answer: D
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