HD0-200 무료 덤프문제 온라인 액세스

What is the best description of a help desk technology infrastructure? (Choose 1)

• A.The management structure of information flow, processes, and systems that are controlled by the help desk.
• B.The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.
• C.The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.
• D.The basic architecture of a help desk and its systems that determine how it functions.

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

• A.Storage/space capacities.
• B.Cost implications.
• C.Computer telephony integration (CTI).
• D.Location.

What are the three best methods for building rapport among departments within the support organisation? (Choose three)

• A.Participation in company-wide events and initiatives.
• B.Active Networking.
• C.Involvement in Project management.
• D.Involvement in cross-functional teams.

A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)

• A.I have the information. I will get back to you as soon as possible.
• B.Allow me to check this further, I will call you at 10:00 with an update.
• C.Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
• D.Let me research this, I will call you back as soon as I have a resolution.

What are three characteristics of effective leaders? (Choose three)

• A.They closely monitor the team.
• B.They practice and encourage fairness.
• C.They delegate responsibility effectively.
• D.They are able to execute plans.