HD0-200 無料問題集「HDI Qualified Help Desk Senior Analyst」

（A）Tell the customer you are having some difficulty in understanding them.

（B）Ask lots of questions to check your understanding, even if it means interrupting them.

（C）Speak carefully and loudly.

（D）Slow the pace at which you speak.

（A）Develop a multi-functional team to address the situation.

（B）Close the call.

（C）Explain to the customer what will happen next.

（D）Ask your team colleagues to concentrate on this problem with you.

（A）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.

（B）I have the information. I will get back to you as soon as possible.

（C）Allow me to check this further, I will call you at 10:00 with an update.

（D）Let me research this, I will call you back as soon as I have a resolution.

（A）The danger of users changing a hardware configuration.

（B）The ever-present potential for disaster.

（C）The on-going viability of business operations.

（D）The danger of theft, vandalism, or hacking.

（A）Designing a flow chart of required components.

（B）Estimating the number of required help desk personnel.

（C）Installing a knowledge database.

（D）Estimating the number of expected calls.

（A）Testing the change in a controlled environment.

（B）Identification of potential risks.

（C）Seeking buy-in from stakeholders.

（D）Designing a change around existing staff capabilities.

（A）The customers location.

（B）Service level agreement commitments.

（C）The customers status.

（D）The impact on the business.

（A）They seem tense and often have white knuckles.

（B）They have a pallid complexion.

（C）They have a new wardrobe of clothes.

（D）They bite their fingernails.

（E）They often seem short of breath.

（A）Database administrator.

（B）Knowledge engineer.

（C）System administrator.

（D）Quality manager.

（A）Service Level Agreements.

（B）Automatic Call Distributor.

（C）Interactive Voice Response.

（D）Integration Server