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

1. Which three common infrastructure components are commonly found in a Help Desk?
(Choose three)

A) Screen pop.
B) Incident logging system.
C) Knowledge management system.
D) Public Branch Exchange (PBX).

2. What are two key reasons that can cause a team to fail? (Choose two)

A) The team is cross-functional.
B) The team has clear objectives.
C) The team has multiple locations.
D) The team lacks management support.
E) The team has insufficient time allocated for team activities.

3. How can the help desk be of strategic benefit to the organisation? (Choose one)

A) It is a useful source of information.
B) It ensures that customers speak only to the help desk personnel.
C) It increases staff levels.
D) It ensures rigid adherence to operational policies.

4. What is the first step of the incident management process? (Choose 1)

A) Receive customer request.
B) Communicate completion.
C) Acknowledge and set expectations.
D) Drive problem acceptance.

5. What are two purposes of an on-going (event) survey? (Choose two)

A) To trend levels of customer satisfaction between annual (periodic) surveys.
B) To measure the quality of a single interaction.
C) To evaluate overall satisfaction levels with products.
D) To assess satisfaction levels with all help desk services.

問題與答案：