Online Access Free HD0-200 Exam Questions

What is used to set customer expectations? (Choose 1)

• A.Service level agreements.
• B.Standard operating procedures.
• C.Root cause processes.
• D.Work flow procedures.

What are the three best methods for building rapport among departments within the support organisation? (Choose three)

• A.Active Networking.
• B.Involvement in cross-functional teams.
• C.Involvement in Project management.
• D.Participation in company-wide events and initiatives.

Which three are characteristics of a strategically-thinking help desk? (Choose three)

• A.Transactional focus.
• B.Proactive focus.
• C.Information giving focus.
• D.Integrated focus.
• E.Reactive focus.

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

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

You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

• A.They have a pallid complexion.
• B.They have a new wardrobe of clothes.
• C.They seem tense and often have white knuckles.
• D.They bite their fingernails.
• E.They often seem short of breath.