HD0-200 Online Practice Questions and Answers

What are the three most common self-help technologies? (Choose three)

A. Fax-back systems.

B. Frequently Asked Questions.

C. Call logging systems.

D. Application online help systems.

What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A. Structured information gathering.

B. Root cause discussions.

C. Unstructured information gathering.

D. Logical analysis.

What are the two most important purposes of an annual survey? (Choose two)

A. To identify changes customers feel are valuable.

B. To assess IT technical support.

C. To evaluate overall satisfaction levels.

D. To measure changes in products and services from the previous year.

Which is a technique used in paraphrasing? (Choose 1) A. Using synonyms.

B. Using the passive voice.

C. Using complex sentence patterns.

D. Using parroting.

What are two components of a network? (Choose two)

A. Hub.

B. Remote support.

C. Ping.

D. Router.

What are the three most common reasons for having policies for data security? (Choose three)

A. The danger of users changing a hardware configuration.

B. The on-going viability of business operations.

C. The ever-present potential for disaster.

D. The danger of theft, vandalism, or hacking.

What are two ways for an HDSA to help develop a supportive and friendly work environment? (Choose 2)

A. Agree with everything everyone says.

B. Take exclusive responsibility for projects.

C. Participate in and encourage communication.

D. Demonstrate individual responsibility.

Which three actions should be taken when implementing a change? (Choose three)

A. Designing a change around existing staff capabilities.

B. Testing the change in a controlled environment.

C. Identification of potential risks.

D. Seeking buy-in from stakeholders.

The question, "When you are trying to print there is no output. Is that correct?" is an example of which step in the problem solving process? (Choose 1)

A. Validate the problem statement.

B. Identify customer assumptions.

C. Prioritise possible causes of the problem.

D. Identify possible causes of the problem.

What are two key reasons that can cause a team to fail? (Choose two)

A. The team is cross-functional.

B. The team lacks management support.

C. The team has clear objectives.

D. The team has multiple locations.

E. The team has insufficient time allocated for team activities.