HDI HD0-200 Prüfungsthemen:
| Abschnitt | Ziele |
|---|---|
| Thema 1: Kundenbetreuung und Supportkompetenzen | - Steuerung von Kundeninteraktionen
|
| Thema 2: Betrieb des Service Desks | - Werkzeuge und Systeme
|
| Thema 3: Grundlagen des IT-Servicemanagements | - Überblick über ITIL-Konzepte
|
| Thema 4: Störungsmanagement und Fehleranalyse | - Techniken zur Problemlösung
|
HDI Qualified Help Desk Senior Analyst HD0-200 Prüfungsfragen mit Lösungen
Frage #1
What is a purpose of self-help technology? (Choose 1)
- A. To encourage a higher call volume.
- B. To maintain customers reliance on the help desk.
- C. To help build rapport between support staff and customers.
- D. To help make best use of available staff.
Antwort: D 🗳️
Frage #2
What is the first step of the incident management process? (Choose 1)
- A. Communicate completion.
- B. Receive customer request.
- C. Acknowledge and set expectations.
- D. Drive problem acceptance.
Antwort: B 🗳️
Frage #3
Which two are techniques for communicating cross culturally? (Choose two)
- A. Speak carefully and loudly.
- B. Tell the customer you are having some difficulty in understanding them.
- C. Ask lots of questions to check your understanding, even if it means interrupting them.
- D. Slow the pace at which you speak.
Antwort: B,D 🗳️
Frage #4
Which are two characteristics of active listeners? (Choose two)
- A. They know the process for escalating a problem.
- B. They understand that evidence and reasoning are critical.
- C. They acknowledge the customer.
- D. They restate/paraphrase to ensure understanding.
Antwort: C,D 🗳️
Frage #5
Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)
- A. What were the circumstances that led to this situation?
- B. Have you spoken with the systems administrator?
- C. What is the error code you see?
- D. Have you ever had this error before?
Antwort: A 🗳️
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