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HDI HD0-200 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Communication & Customer Experience | 25% | - Customer Service Excellence
|
| Topic 2: Performance & Knowledge Management | 20% | - Metrics & Reporting
|
| Topic 3: Help Desk Service Management | 30% | - Processes and Standards
|
| Topic 4: Problem Solving & Troubleshooting | 25% | - Technical Knowledge Application
|
HDI Qualified Help Desk Senior Analyst Sample Questions:
What is the first step of the incident management process? (Choose 1)
- A. Receive customer request.
- B. Acknowledge and set expectations.
- C. Drive problem acceptance.
- D. Communicate completion.
Correct Answer: A 🗳️
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. Review the software with the customer user group.
- B. Work with IT to implement the software.
- C. Download the software and prototype with the help desk.
- D. Trend and analyse the number of password reset requests received at the help desk.
Correct Answer: D 🗳️
You are a help desk analyst and you are having difficulty understanding a 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. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
- C. Tell the customer you will send him a user manual.
- D. Ask the customer to email you instead.
Correct Answer: A 🗳️
Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)
- A. Have you spoken with the systems administrator?
- B. What is the error code you see?
- C. Have you ever had this error before?
- D. What were the circumstances that led to this situation?
Correct Answer: D 🗳️
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. Ask your team colleagues to concentrate on this problem with you.
- C. Develop a multi-functional team to address the situation.
- D. Explain to the customer what will happen next.
Correct Answer: D 🗳️
