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QQ0-200 - HDI Qualified Help Desk Senior Analyst - Dump Information

Vendor Name : HDI
Exam Code : QQ0-200
Exam Name : HDI Qualified Help Desk Senior Analyst
Questions and Answers : 138 Q & A
Updated On : March 22, 2017
PDF Download Mirror : QQ0-200 Brain Dump
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QQ0-200 Demo and Sample

Note: Answers are below each question.
Samples are taken from full version.

QQ0-200


QUESTION: 105

A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)


  1. Deliver an SLA reminder.

  2. Log the customers details and take the next call.

  3. Immediately escalate to management.

  4. Reassign (escalate) the call to the appropriate team.


Answer: D


QUESTION: 106

What are the three most common self-help technologies? (Choose three)


  1. Frequently Asked Questions.

  2. Fax-back systems.

  3. Call logging systems.

  4. Application online help systems.


Answer: A, B, D


QUESTION: 107

Employees of a company arrive at work and switch on their computers at 8:00 a.m.

The help desk receives an extremely high volume of inbound calls with employees

complaining that they are unable to reach the file server. Who is typically assigned

the problem? (Choose 1)


  1. Quality manager.

  2. Knowledge engineer.

  3. System administrator.

  4. Database administrator.


Answer: C


QUESTION: 108

What are two disadvantages of self-help technology? (Choose two)


  1. It requires regular maintenance.

  2. There can be a loss of personalised service.


  3. It does not fully utilise support resources.

  4. It decreases customer dependency on the help desk.


Answer: A, B


QUESTION: 109

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


  1. Database installation

  2. Network capacity planning

  3. Operating system upgrades

  4. Application capacity planning


Answer: C


QUESTION: 110

Which three are examples of common network components? (Choose 3)


  1. Hubs.

  2. Routers.

  3. Token Ring.

  4. Domain Name Servers.


Answer: A, B, D


QUESTION: 111

What are the two key benefits of self help technology? (Choose 2)


  1. It allows for longer wrap-up time.

  2. It reduces the need for technical support staff.

  3. It reduces calls in to the help desk.

  4. It educates customers.


Answer: C, D


QUESTION: 112

What is the best description of a help desk technology infrastructure? (Choose 1)


  1. The management structure of information flow, processes, and systems that are controlled by the help desk.

  2. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

  3. The basic architecture of a help desk and its systems that determine how it functions.

  4. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.


Answer: C


QUESTION: 113

If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)


  1. The security gates for the building.

  2. The secure access gate into the help desk.

  3. One of the routers on the network.

  4. One of the hubs on the network.


Answer: C


QUESTION: 114

What are three basic components of Computer Telephony Integration? (Choose

three)


  1. Interactive Voice Response.

  2. Automatic Call Distributor.

  3. Service Level Agreements.

  4. Integration Server


Answer: A, B, D

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