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

1. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

A) Let me research this, I will call you back as soon as I have a resolution.
B) Allow me to check this further, I will call you at 10:00 with an update.
C) Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
D) I have the information. I will get back to you as soon as possible.

2. Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

A) What is the error code you see?
B) Have you ever had this error before?
C) What were the circumstances that led to this situation?
D) Have you spoken with the systems administrator?

3. What is a principle of structured information gathering? (Choose 1)

A) Asking questions using a logical, methodical approach.
B) Asking questions in a predetermined sequence.
C) Asking questions in a practiced manner.
D) Asking questions in a free-form manner.

4. If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A) One of the routers on the network.
B) The security gates for the building.
C) The secure access gate into the help desk.
D) One of the hubs on the network.

5. 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.

問題與答案：