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Free QQ0-200 Exam Braindumps
QQ0-200 HDI: Qualified Help Desk Senior Analyst Questions 51–55 (page: 12)

Updated On: 9-Feb-2026
Page 12 of 24
PDF with 114 Questions

Which are two characteristics of active listeners? (Choose two)

  1. They restate/paraphrase to ensure understanding.
  2. They know the process for escalating a problem.
  3. They acknowledge the customer.
  4. They understand that evidence and reasoning are critical.

Answer(s): A,C



What are the two most important requirements for ensuring successful change management? (Choose 2)

  1. Change management authorisation and approval.
  2. Meeting ISO9000 documentation standards
  3. IT approved changes.
  4. Administrative staff support.
  5. Buy-in of affected stakeholders.

Answer(s): A,E



What is the key benefit of root cause analysis? (Choose 1)

  1. Calls for specific types of problem can be reduced or eliminated.
  2. Better knowledge management procedures.
  3. Cost and expense can be justified.
  4. The cost per problem is reduced.

Answer(s): A



What are four characteristics of self-help technology in a support environment? (Choose four)

  1. It can be impersonal.
  2. It can be expensive to implement and maintain.
  3. It is available 24/7.
  4. It requires minimal maintenance.
  5. It enables customers to help themselves.
  6. It provides consistent responses to regular questions.

Answer(s): A,C,E,F



Which two business needs must be considered when allocating priorities? (Choose two)

  1. The impact on the business.
  2. The customers location.
  3. Service level agreement commitments.
  4. The customers status.

Answer(s): A,C



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