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

質問 1

What are three advantages of performing system backups? (Choose three)

（A）It provides ease of access to systems.

（B）It assists the organisation recover following a disaster.

（C）It protects the integrity of data.

（D）It protects the integrity of files.

（E）It saves time for the organisation.

正解：B、C、D 解答を投票する

質問 2

Which is a technique used in paraphrasing? (Choose 1)

（A）Using the passive voice.

（B）Using parroting.

（C）Using synonyms.

（D）Using complex sentence patterns.

正解：C 解答を投票する

質問 3

The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

（A）Identify customer assumptions.

（B）Identify possible causes of the problem.

（C）Validate the problem statement.

（D）Prioritise possible causes of the problem.

正解：C 解答を投票する

質問 4

What are two benefits of having service continuity sites? (Choose 2)

（A）Personnel are transported in and out as required.

（B）Staff requirements are taken into account.

（C）They are located close to the company headquarters.

（D）The risk of the business failing is reduced/ removed.

（E）Service levels can be maintained.

正解：D、E 解答を投票する

質問 5

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）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.

正解：C 解答を投票する

質問 6

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

（A）Asking questions using a logical, methodical approach.

（B）Asking questions in a practiced manner.

（C）Asking questions in a predetermined sequence.

（D）Asking questions in a free-form manner.

正解：C 解答を投票する

質問 7

The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

（A）Identify customer assumptions.

（B）Identify possible causes of the problem.

（C）Validate the problem statement.

（D）Prioritise possible causes of the problem.

正解：B 解答を投票する

質問 8

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

（A）Have you ever had this error before?

（B）What is the error code you see?

（C）What were the circumstances that led to this situation?

（D）Have you spoken with the systems administrator?

正解：C 解答を投票する

質問 9

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

（A）Asking questions using a logical, methodical approach.

（B）Asking questions in a practiced manner.

（C）Asking questions in a predetermined sequence.

（D）Asking questions in a free-form manner.

正解：C 解答を投票する

質問 10

Which two of the following enables a help desk to provide consistent service? (Choose two)

（A）Priorities are assigned consistently.

（B）Problems are assigned to the most knowledgeable person available.

（C）Everyone gets the same level of service.

（D）Service levels are based on impact to the business.

正解：A、D 解答を投票する

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

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