Exam Code: HD0-200
Exam Name: HDI Qualified Help Desk Senior Analyst
Updated: Mar 25, 2024
Q&As: 114
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What are three considerations to bear in mind when setting up a service continuity site? (Choose three)
A. Location.
B. Cost implications.
C. Storage/space capacities.
D. Computer telephony integration (CTI).
Which is the responsibility of a system administrator in a large corporate environment? (Choose 1)
A. Application capacity planning
B. Database installation
C. Network capacity planning
D. Operating system upgrades
What are the two most important points to remember in order to manage a call successfully? (Choose two)
A. Create a problem-solving work-flow.
B. Use the same terminology as the customer.
C. Clearly document the situation and the steps taken.
D. Give the customer something to do.
An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A. I am sorry, but my supervisor does not handle these situations, I can assist you.
B. It would be easier to resolve this call if you calm down.
C. I am sorry, but my manager is not available at the moment. May I get her to call you back?
D. I appreciate your frustration with this; I have experienced this same problem many times.
Which two business needs must be considered when allocating priorities? (Choose two)
A. Service level agreement commitments.
B. The customers status.
C. The impact on the business.
D. The customers location.
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