HDI Qualified Help Desk Senior Analyst 認定 HD0-200 試験問題:

1. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer networked?
B) Can anyone else print to the printer?
C) What application are you trying to print from?
D) Is your printer LAN connected?

2. Which two business needs must be considered when allocating priorities? (Choose two)

A) The customers status.
B) Service level agreement commitments.
C) The impact on the business.
D) The customers location.

3. Which two are techniques for communicating cross culturally? (Choose two)

A) Tell the customer you are having some difficulty in understanding them.
B) Speak carefully and loudly.
C) Ask lots of questions to check your understanding, even if it means interrupting them.
D) Slow the pace at which you speak.

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

A) Asking questions in a predetermined sequence.
B) Asking questions in a free-form manner.
C) Asking questions using a logical, methodical approach.
D) Asking questions in a practiced manner.

5. Which is the responsibility of a system administrator in a large corporate environment?
(Choose 1)

A) Network capacity planning
B) Operating system upgrades
C) Application capacity planning
D) Database installation

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