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HDI HD0-200 Exam Syllabus Topics:
Section
Objectives
Topic 1: Leadership and Professional Development
- Senior Analyst Responsibilities
1. Mentoring Junior Analysts
2. Team Collaboration
3. Strategic Thinking
4. Continuous Improvement
Topic 2: Business and Organizational Awareness
- Support Organization Integration
1. Support Metrics and Reporting
2. Customer Satisfaction Measurement
3. Cross-Functional Collaboration
4. Business Impact Assessment
Topic 3: Incident and Problem Management
- Support Process Management
1. Root Cause Analysis
2. Escalation Procedures
3. Problem Identification
4. Incident Handling
Topic 4: Customer Service and Communication
- Customer Interaction Skills
1. Professional Communication
2. Managing Difficult Customers
3. Building Customer Relationships
4. Active Listening
Topic 5: Service Desk Operations
- Operational Effectiveness
1. Service Level Management
2. Knowledge Management
3. Call Management
4. Queue Management
HDI Qualified Help Desk Senior Analyst Sample Questions:
When communicating with a customer, it is best to avoid _____. (Choose two)
A. Technical terms.
B. Empathising.
C. Use of slang.
D. Apologies.
Answer: A,C
What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
A. Logical analysis.
B. Unstructured information gathering.
C. Root cause discussions.
D. Structured information gathering.
Answer: B,D
What are two purposes of an on-going (event) survey? (Choose two)
A. To trend levels of customer satisfaction between annual (periodic) surveys.
B. To assess satisfaction levels with all help desk services.
C. To evaluate overall satisfaction levels with products.
D. To measure the quality of a single interaction.
Answer: A,D
What are two of the best ways to demonstrate confidence when on the telephone with a customer? (Choose 1)
A. Using a confident tone, tell the customer that you are unable to help them until tomorrow.
B. Using a confident tone, ask the customer to call a 2nd line team, and provide their telephone number.
C. Using a confident tone, tell them you dont have a resolution for their incident yet but you are finding out by using the knowledgebase.
D. Using a confident tone, tell the customer you are new to the desk and are transferring their call.
Answer: C
Which two business needs must be considered when allocating priorities? (Choose two)
A. The customers status.
B. Service level agreement commitments.
C. The customers location.
D. The impact on the business.
Answer: B,D
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