HDI Qualified Help Desk Senior Analyst 認定 HD0-200 試験問題:
1. Which are two characteristics of active listeners? (Choose two)
A) They listen for, and recognise, emotion words.
B) They use the customer's name.
C) They demonstrate sympathy.
D) They avoid using verbal attends.
2. What are three things to consider when determining new help desk equipment requirements? (Choose three)
A) The number of expected help desk personnel.
B) The budget available for new equipment.
C) The functionality advertised with the most popular systems.
D) The expected call volume.
3. A help desk analyst notices multiple PCs in a department with the same application software. However the analyst knows only one copy of the software has been purchased for the department. What is the first thing the analyst should do? (Choose 1)
A) Notify their manager of the suspected violation.
B) Notify the software vendor's local office.
C) Notify FAST (Federation Against Software Theft).
D) Notify the department that they are using illegal software.
4. What are the two most important purposes of an annual survey? (Choose two)
A) To evaluate overall satisfaction levels.
B) To identify changes customers feel are valuable.
C) To assess IT technical support.
D) To measure changes in products and services from the previous year.
5. What are two disadvantages of self-help technology? (Choose two)
A) There can be a loss of personalised service.
B) It does not fully utilise support resources.
C) It decreases customer dependency on the help desk.
D) It requires regular maintenance.
質問と回答：
| 質問 # 1 正解： A、B | 質問 # 2 正解： A、B、D | 質問 # 3 正解： A | 質問 # 4 正解： A、B | 質問 # 5 正解： A、D |
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