Free HDI HD0-200 Exam Dumps Questions & Answers

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 meeting management.
• B.  Effective facilitation.
• C.  Effective demands for respect for your expertise.
• D.  Effective discouragement of humour.
• E.  Effective highlighting of individual shortcomings.

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 meeting management.
• B.  Effective facilitation.
• C.  Effective demands for respect for your expertise.
• D.  Effective discouragement of humour.
• E.  Effective highlighting of individual shortcomings.

What are the two most important uses for Computer Telephony Integration? (Choose 2)

• A.  It identifies callers to the help desk via screen pop.
• B.  It requires the customer to input data.
  EIt prevents calls being queued.
• C.  It enables the manager to view help desk performance in real time.
• D.  it enables the blocking of unwanted calls.

Which situation is typically addressed by a system administrator? (Choose 1)

• A.  Network outages.
• B.  Quality monitoring corruption.
• C.  Restoration of system backup files.
• D.  Poor database performance.

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.  Explain to the customer what will happen next.
• D.  Ask your team colleagues to concentrate on this problem with you.