Online Access Free HD0-200 Practice Test

Which question should you ask to best assess a customer's experience and knowledge level? (Choose 1)

• A.What is the error code you see?
• B.Have you spoken with the systems administrator?
• C.What were the circumstances that led to this situation?
• D.Have you ever had this error before?

What are the two most important uses for Computer Telephony Integration? (Choose 2)

• A.It identifies callers to the help desk via screen pop.
• B.it enables the blocking of unwanted calls.
• C.It enables the manager to view help desk performance in real time.
• D.It requires the customer to input data.
  EIt prevents calls being queued.

What are two benefits of having service continuity sites? (Choose 2)

• A.The risk of the business failing is reduced/ removed.
• B.Service levels can be maintained.
• C.Staff requirements are taken into account.
• D.They are located close to the company headquarters.
• E.Personnel are transported in and out as required.

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.Work with IT to implement the software.
• B.Review the software with the customer user group.
• C.Download the software and prototype with the help desk.
• D.Trend and analyse the number of password reset requests received at the help desk.

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

• A.Token Ring.
• B.Domain Name Servers.
• C.Routers.
• D.Hubs.