최신 HDI World wide Certification HD0-200 무료샘플문제:
1. Which three of the following items does a critical thinker apply? (Choose three)
A) Logical problem solving.
B) Recognition that ultimate authority rests with reason and evidence.
C) Organisation of a problem into a series of logical, orderly steps.
D) Rapid resolutions for all problems.
2. What are two commonly used problem identification methods for extracting information from customers? (Choose 2)
A) Structured information gathering.
B) Logical analysis.
C) Unstructured information gathering.
D) Root cause discussions.
3. How can the help desk be of strategic benefit to the organisation? (Choose one)
A) It ensures that customers speak only to the help desk personnel.
B) It ensures rigid adherence to operational policies.
C) It is a useful source of information.
D) It increases staff levels.
4. 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.
5. What are the two most important requirements for ensuring successful change management? (Choose 2)
A) Administrative staff support.
B) Meeting ISO9000 documentation standards
C) Buy-in of affected stakeholders.
D) Change management authorisation and approval.
E) IT approved changes.
질문과 대답:
| 질문 # 1 정답: A,B,C | 질문 # 2 정답: A,C | 질문 # 3 정답: C | 질문 # 4 정답: D | 질문 # 5 정답: C,D |
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