HD0-200 Online Practice Questions and Answers

A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

A. An inductive approach.

B. A deductive approach.

C. A sycophantic approach.

D. A synergistic approach.

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

A. Give the customer something to do.

B. Use the same terminology as the customer.

C. Create a problem-solving work-flow.

D. Clearly document the situation and the steps taken.

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 demands for respect for your expertise.

B. Effective meeting management.

C. Effective facilitation.

D. Effective highlighting of individual shortcomings.

E. Effective discouragement of humour.

Which are the two most important qualities required for effective leadership? (Choose two)

A. the demonstration of and support for fairness.

B. the ability to encourage accountability and ownership.

C. the ability to exert absolute authority at all times.

D. the avoidance of arguments within the group.

What are two components of a network? (Choose two)

A. Hub.

B. Remote support.

C. Ping.

D. Router.

Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own. What is your next step? (Choose 1)

A. Download the software and prototype with the help desk.

B. Work with IT to implement the software.

C. Trend and analyse the number of password reset requests received at the help desk.

D. Review the software with the customer user group.

What are the three best methods for building rapport among departments within the support organisation? (Choose three)

A. Active Networking.

B. Involvement in cross-functional teams.

C. Participation in company-wide events and initiatives.

D. Involvement in Project management.

What are three advantages of performing system backups? (Choose three)

A. It protects the integrity of data.

B. It saves time for the organisation.

C. It assists the organisation recover following a disaster.

D. It protects the integrity of files.

E. It provides ease of access to systems.

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.

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

A. Completing one job before starting the next one.

B. Starting tasks and handing them to subordinates to complete.

C. Delegating all responsibility along with all tasks.

D. Being capable of handling a variety of problems at the same time.