HD0-200 Online Practice Questions and Answers

Why is it important to measure the abandonment rate against the average speed to answer metric? (Choose 1)

A. The longer the ASA, the higher the abandonment rate.

B. The shorter the ASA, the higher the probability customers will solve their own problems.

C. The shorter the ASA, the higher the abandonment rate.

D. The longer the ASA, the higher the probability customers will solve their own problems.

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.

When communicating with a customer, it is best to avoid . (Choose two)

A. Empathising.

B. Apologies.

C. Technical terms.

D. Use of slang.

What are the two most important purposes of an annual survey? (Choose two)

A. To identify changes customers feel are valuable.

B. To assess IT technical support.

C. To evaluate overall satisfaction levels.

D. To measure changes in products and services from the previous year.

What are the two most important characteristics of successful teams? (Choose 2)

A. They have individual responsibilities to which they work exclusively.

B. There are many different personalities and skills.

C. They are given challenges to meet and are rewarded effectively.

D. They always make all decisions together.

Where would you typically use the decision tree process to analyse the likely cause of a problem? (Choose 1)

A. Deductive reasoning.

B. Creative thinking.

C. Critical thinking.

D. Inductive reasoning.

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 pallid complexion.

B. They seem tense and often have white knuckles.

C. They have a new wardrobe of clothes.

D. They often seem short of breath.

E. They bite their fingernails.

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.

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 are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A. Agree with everything everyone says.

B. Take exclusive responsibility for projects.

C. Participate in and encourage communication.

D. Demonstrate individual responsibility.