Online Access Free HD0-200 Exam Questions

What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

• A.Cost implications.
• B.Storage/space capacities.
• C.Computer telephony integration (CTI).
• D.Location.

What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

• A.Unstructured information gathering.
• B.Structured information gathering.
• C.Logical analysis.
• D.Root cause discussions.

A customer has exceeded the maximum number of login attempts and calls you about the problem. This kind of problem is best handled by which approach? (Choose 1)

• A.A deductive approach.
• B.A synergistic approach.
• C.An inductive approach.
• D.A sycophantic approach.

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 measure changes in products and services from the previous year.
• D.To assess IT technical support.

An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)

• A.I appreciate your frustration with this; I have experienced this same problem many times.
• B.I am sorry, but my supervisor does not handle these situations, I can assist you.
• C.It would be easier to resolve this call if you calm down.
• D.I am sorry, but my manager is not available at the moment. May I get her to call you back?