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

1. 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.

2. Which three are characteristics of a strategically-thinking help desk? (Choose three)

A) Reactive focus.
B) Information giving focus.
C) Integrated focus.
D) Transactional focus.
E) Proactive focus.

3. What are two disadvantages of self-help technology? (Choose two)

A) It decreases customer dependency on the help desk.
B) It requires regular maintenance.
C) There can be a loss of personalised service.
D) It does not fully utilise support resources.

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

A) Take exclusive responsibility for projects.
B) Agree with everything everyone says.
C) Demonstrate individual responsibility.
D) Participate in and encourage communication.

5. What are the two most important points to remember in order to manage a call successfully? (Choose two)

A) Use the same terminology as the customer.
B) Clearly document the situation and the steps taken.
C) Create a problem-solving work-flow.
D) Give the customer something to do.

問題與答案：