최신 HDI World wide Certification HD0-200 무료샘플문제:
1. What are the two most important characteristics of successful teams? (Choose 2)
A) They always make all decisions together.
B) They have individual responsibilities to which they work exclusively.
C) They are given challenges to meet and are rewarded effectively.
D) There are many different personalities and skills.
2. Which are two characteristics of active listeners? (Choose two)
A) They use the customer's name.
B) They avoid using verbal attends.
C) They demonstrate sympathy.
D) They listen for, and recognise, emotion words.
3. You are a help desk analyst and you are having difficulty understanding a customer from another country. What is the best action for you to take? (Choose 1)
A) Ask the customer to email you instead.
B) Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.
C) Tell the customer you will send him a user manual.
D) Ask the customer if there is someone else who speaks your language more fluently who could assist.
4. Password resets are a source of a significant number of complaints from customers. You have found a free software product that allows customers to reset passwords on their own.
What is your next step? (Choose 1)
A) Trend and analyse the number of password reset requests received at the help desk.
B) Work with IT to implement the software.
C) Download the software and prototype with the help desk.
D) Review the software with the customer user group.
5. What are two disadvantages of self-help technology? (Choose two)
A) It decreases customer dependency on the help desk.
B) There can be a loss of personalised service.
C) It requires regular maintenance.
D) It does not fully utilise support resources.
질문과 대답:
| 질문 # 1 정답: C,D | 질문 # 2 정답: A,D | 질문 # 3 정답: D | 질문 # 4 정답: A | 질문 # 5 정답: B,C |
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