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最新的 HDI World wide Certification HD0-200 免費考試真題:

1. 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) Explain to the customer what will happen next.
B) Ask your team colleagues to concentrate on this problem with you.
C) Develop a multi-functional team to address the situation.
D) Close the call.

2. Which two are techniques for communicating cross culturally? (Choose two)

A) Tell the customer you are having some difficulty in understanding them.
B) Speak carefully and loudly.
C) Ask lots of questions to check your understanding, even if it means interrupting them.
D) Slow the pace at which you speak.

3. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A) Root cause discussions.
B) Unstructured information gathering.
C) Logical analysis.
D) Structured information gathering.

4. What are the three most common self-help technologies? (Choose three)

A) Fax-back systems.
B) Call logging systems.
C) Application online help systems.
D) Frequently Asked Questions.

5. 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 discouragement of humour.
C) Effective highlighting of individual shortcomings.
D) Effective demands for respect for your expertise.
E) Effective facilitation.

問題與答案：