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HDI HD0-200 Exam
HD0-200 HDI Qualified Help Desk Senior Analyst (Page 2 )

Updated On: 30-Jan-2026
Page 2 of 24
PDF with 114 Questions

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

  1. Location.
  2. Cost implications.
  3. Storage/space capacities.
  4. Computer telephony integration (CTI).

Answer(s): A,B,C



What are three advantages of performing system backups? (Choose three)

  1. It protects the integrity of data.
  2. It saves time for the organisation.
  3. It assists the organisation recover following a disaster.
  4. It protects the integrity of files.
  5. It provides ease of access to systems.

Answer(s): A,C,D



What is a purpose of self-help technology? (Choose 1)

  1. To help make best use of available staff.
  2. To encourage a higher call volume.
  3. To help build rapport between support staff and customers.
  4. To maintain customers reliance on the help desk.

Answer(s): A



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)

  1. Tell the customer you will send him a user manual.
  2. Ask the customer if there is someone else who speaks your language more fluently who could assist.
  3. Ask the customer to email you instead.
  4. Tell the customer you are sorry but you cannot understand him, and suggest he calls back another time.

Answer(s): B



What are three tasks associated with designing the technical help desk infrastructure? (Choose three)

  1. Estimating the number of expected calls.
  2. Installing a knowledge database.
  3. Designing a flow chart of required components.
  4. Estimating the number of required help desk personnel.

Answer(s): A,C,D



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