If you still desperately cram knowledge and spend a lot of precious time and energy to prepare for passing HDI certification HD0-200 exam, and at the same time do not know how to choose a more effective shortcut to pass HDI certification HD0-200 exam. Now ITCertKing provide you a effective method to pass HDI certification HD0-200 exam. It will play a multiplier effect to help you pass the exam.
HDI certification HD0-200 exams has a pivotal position in the IT industry, and I believe that a lot of IT professionals agree with it. Passing HDI certification HD0-200 exam has much difficulty and needs to have perfect IT knowledge and experience. Because after all, HDI certification HD0-200 exam is an authoritative test to inspect examinees' IT professional knowledge. If you have got a HDI HD0-200 certification, your IT professional ability will be approved by a lot of IT company. ITCertKing also has a pivotal position in IT training industry. Many IT personnels who have passed HDI certification HD0-200 exam used ITCertKing's help to pass the exam. This explains why ITCertKing's pertinence training program is very effective. If you use the training material we provide, you can 100% pass the exam.
We are all ordinary human beings. Something what have learned not completely absorbed, so that wo often forget. When we need to use the knowledge we must learn again. When you see ITCertKing's HDI HD0-200 exam training materials, you understand that this is you have to be purchased. It allows you to pass the exam effortlessly. You should believe ITCertKing will let you see your better future. Bright hard the hard as long as ITCertKing still, always find hope. No matter how bitter and more difficult, with ITCertKing you will still find the hope of light.
Every person in IT industry should not just complacent with own life. . Now the competitive pressures in various industries are self-evident , and the IT industry is no exception. So if you have a goal, then come true it courageously. Pass the HDI HD0-200 exam is a competition. If you passed the exam, then you will have a brighter future. ITCertKing can provide you with the true and accurate training materials to help you pass the exam. And then you can achieve your ideal.
When you click into ITCertKing's site, you will see so many people daily enter the website. You can not help but be surprised. In fact, this is normal. ITCertKing is provide different training materials for alot of candidates. They are using our training materials tto pass the exam. This shows that our HDI HD0-200 exam training materials can really play a role. If you want to buy, then do not miss ITCertKing website, you will be very satisfied.
Exam Code: HD0-200
Exam Name: HDI (HDI Qualified Help Desk Senior Analyst)
One year free update, No help, Full refund!
Total Q&A: 114 Questions and Answers
Last Update: 2013-12-29
HD0-200 Free Demo Download: http://www.itcertking.com/HD0-200_exam.html
NO.1 You are a help desk analyst and you are having difficulty understanding customer from
another country. What is the best action for you to take? (Choose 1)
A. Ask the customer if there is someone else who speaks your language more fluently
who could assist
B. Ask the customer to email you instead
C. Tell the customer you are sorry but you cannot understand him, and suggest he calls
back another time
D. Tell the customer you will send him a user manual
Answer: A
HDI HD0-200 HD0-200 HD0-200 practice test HD0-200
NO.2 When communicating with Certkiller .com, it is best to avoid_______. (Choose two)
A. Apologies
B. Empathising
C. User of slang
D. Technical terms
Answer: C, D.
NO.3 Why is it important to record and analyse customer complaints? (Choose 1)
A. To gain insight into customer perceptions
B. To identify customers who are never satisfied
C. To prove that other IT groups are meeting customer expectations
D. To demonstrate that customers are not aware of service level agreements
Answer: A
HDI exam HD0-200 HD0-200
NO.4 Which are two characteristics of active listeners? (Choose two)
A. They acknowledge the customer
B. They know the process for escalating a problem
C. They restate/paraphrase to ensure understanding
D. They understand that evidence and reasoning are critical
Answer: A, C
HDI test HD0-200 HD0-200 HD0-200 certification HD0-200
NO.5 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 seems tense and often have white knuckles
C. They bite their fingernails
D. They have a palllid complextion
E. They often seem short of breath
Answer: B, E
HDI HD0-200 test questions HD0-200 original questions
NO.6 What are the two most important points to remember in order to manage a call
successfully?
(Choose two)
A. Create a problem-solving work-flow
B. Use the same terminology as the customer
C. Clearly document the situation and the steps taken
D. Give the customer something to do
Answer: B, C.
NO.7 Which two business needs must be considered when allocating priorities?(Chooose two)
A. The impact on the business
B. The customers status
C. The customers location
D. Service level agreement commitments
Answer: A, D
HDI HD0-200 test answers HD0-200 certification HD0-200 braindump
NO.8 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
HDI HD0-200 answers real questions HD0-200 pdf
NO.9 A help desk analyst is on the phone with Certkiller .com and does not know the solution
for the problem. What is the best technique for them to use to disengage from the call?
(Choose 1)
A. I have the information. I will get back to you as soon as possible
B. Allow me to check this further. I will call you at 10:00 with an update
C. Let me research this, I will call you back as soon as I have a resolution
D. Permit me to check with some other members of my team, I will get back to you as
soon as I review with this them
Answer: B
HDI HD0-200 HD0-200 HD0-200 HD0-200
NO.10 Which are two characteristics of active listeners? (Choose two)
A. They demonstrate sympathy
B. They use the customer's name
C. They avoid using verbal attends
D. They listen for, and recognise, emotion words
Answer: B, D.
NO.11 What are the two most important purposes of an annual survey? (Choose two)
A. To assess IT technical support
B. To evaluate overall satisfaction levels
C. To identify changes customers feel are valuable
D. To measure changes in products and services from the previous year
Answer: B, C
HDI HD0-200 HD0-200
NO.12 Which three 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: B, C, D.
NO.13 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: C, D.
NO.14 What are two of the best ways to demonstrate confidence when on the telephone with a
customer? (Choose 1)
A. Using a confident tone, tell them you dont have a resolution for their incident yet but
you are finding out by using the knowledgebase
B. Using a confident tone, tell the customer you are new to the desk and are transferring
their call
C. Using a confident tone, ask the customer to call a 2nd line team, and provide their
telephone number
D. Using a confident tone, tell the cutomer that you are unable to help them until
tomorrow
Answer: A
HDI certification HD0-200 test HD0-200 test answers
NO.15 What are the three best methods for building rapport among departments within
thesupport organisation? (Choose three)
A. Active Networking
B. Involvement in Project management
C. Participation in company-wide events and initiatives
D. Involvement in cross-functional teams
Answer: A, C, D.
NO.16 How can the help desk be of strategic benefit to the organisation?
(Choose one)
A. It increase staff levels
B. It is a useful source of information
C. It ensures rigid adherence to opertional policies
D. It ensures that customers speak only to the help desk personnel
Answer: B
HDI HD0-200 exam HD0-200 HD0-200
NO.17 What are two purposes of an on-going (event) survey? (Choose two)
A. To evaluate overall satisfaction levels with products
B. To measure the quality of a single interaction
C. To assess satisfaction levels with all help desk services
D. To trend levels of customer satisfaction between annual (periodic) surveys
Answer: B, D
HDI certification training HD0-200 HD0-200 HD0-200 questions HD0-200
NO.18 Which question should you ask to best assess Certkiller .com's experience and knowledge
level? (Choose 1)
A. What is the error code you see?
B. Have you ever had this error before?
C. What were the circumstances that held to this situation?
D. Have you spoken with the systems administrator?
Answer: C
HDI HD0-200 certification HD0-200 exam
NO.19 What is the best description of multi-tasking? (Choose 1)
A. Delegating all responsibility along with all tasks
B. Completing one job before starting the next one
C. Starting tasks and handling them to subordinates to complete
D. Being capable of handling a variety of problems at the same time
Answer: D
HDI HD0-200 HD0-200 HD0-200 HD0-200 practice test
NO.20 You are speaking to Certkiller .com 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
HDI HD0-200 original questions HD0-200 HD0-200 braindump
ITCertKing offer the latest 000-350 exam material and high-quality HP0-J62 pdf questions & answers. Our MB3-701 VCE testing engine and 70-323 study guide can help you pass the real exam. High-quality HP2-Z25 dumps training materials can 100% guarantee you pass the exam faster and easier. Pass the exam to obtain certification is so simple.
Article Link: http://www.itcertking.com/HD0-200_exam.html
没有评论:
发表评论