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

1. What is the best description of multi-tasking? (Choose 1)

A) Being capable of handling a variety of problems at the same time.
B) Starting tasks and handing them to subordinates to complete.
C) Delegating all responsibility along with all tasks.
D) Completing one job before starting the next one.

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

A) To evaluate overall satisfaction levels.
B) To measure changes in products and services from the previous year.
C) To assess IT technical support.
D) To identify changes customers feel are valuable.

3. What are three things to consider when determining new help desk equipment requirements? (Choose three)

A) The functionality advertised with the most popular systems.
B) The budget available for new equipment.
C) The number of expected help desk personnel.
D) The expected call volume.

4. What is the most effective way to encourage customers to tell us when they are not happy with our services? (Choose 1)

A) Explain why their problem happened in the first place.
B) Listen to them, document all the details, and ensure that it is followed up.
C) Tell them that the group at fault for the complaint they made will contact them.
D) Apologise, thank them for calling and close the call.

5. What are three tasks associated with designing the technical help desk infrastructure?
(Choose three)

A) Estimating the number of required help desk personnel.
B) Designing a flow chart of required components.
C) Estimating the number of expected calls.
D) Installing a knowledge database.

問題與答案：