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QQ0-200 Questions and Answers

QUESTION: 105

A customer calls with a problem that cannot be resolved during the initial contact and the help desk analyst has searched the knowledgebase but found no solution. What should the analyst do next? (Choose 1)

1. Deliver an SLA reminder.

2. Log the customers details and take the next call.

3. Immediately escalate to management.

4. Reassign (escalate) the call to the appropriate team.

Answer: D

QUESTION: 106

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

1. Frequently Asked Questions.

2. Fax-back systems.

3. Call logging systems.

4. Application online help systems.

Answer: A, B, D

QUESTION: 107

Employees of a company arrive at work and switch on their computers at 8:00 a.m.

The help desk receives an extremely high volume of inbound calls with employees

complaining that they are unable to reach the file server. Who is typically assigned

the problem? (Choose 1)

1. Quality manager.

2. Knowledge engineer.

3. System administrator.

4. Database administrator.

Answer: C

QUESTION: 108

What are two disadvantages of self-help technology? (Choose two)

1. It requires regular maintenance.

2. There can be a loss of personalised service.

   
   

3. It does not fully utilise support resources.

4. It decreases customer dependency on the help desk.

Answer: A, B

QUESTION: 109

Which is the responsibility of a system administrator in a large corporate environment? (Choose 1)

1. Database installation

2. Network capacity planning

3. Operating system upgrades

4. Application capacity planning

Answer: C

QUESTION: 110

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

1. Hubs.

2. Routers.

3. Token Ring.

4. Domain Name Servers.

Answer: A, B, D

QUESTION: 111

What are the two key benefits of self help technology? (Choose 2)

1. It allows for longer wrap-up time.

2. It reduces the need for technical support staff.

3. It reduces calls in to the help desk.

4. It educates customers.

Answer: C, D

QUESTION: 112

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

1. The management structure of information flow, processes, and systems that are controlled by the help desk.

2. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

3. The basic architecture of a help desk and its systems that determine how it functions.

4. 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.

Answer: C

QUESTION: 113

If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

1. The security gates for the building.

2. The secure access gate into the help desk.

3. One of the routers on the network.

4. One of the hubs on the network.

Answer: C

QUESTION: 114

What are three basic components of Computer Telephony Integration? (Choose

three)

1. Interactive Voice Response.

2. Automatic Call Distributor.

3. Service Level Agreements.

4. Integration Server

Answer: A, B, D

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I am so thankful to every single individual within the again of the killexams.com platform. HDI Qualified Help Desk Senior Analyst book HDI broadcasts business Award Winners at 2011 HDI Annual conference & Expo | QQ0-200 Real Questions and VCE Practice Test COLORADO SPRINGS, Colo., April 19, 2011 /PRNewswire/ -- HDI, a world association for IT service and technical support specialists and the premier certification body for the business, today announced the a success wrap- up of the twenty-first HDI Annual conference & Expo for IT provider and technical help, which took region March 27–April 1, 2011, on the Palazzo at the Venetian in Las Vegas, NV. centered to the wants of the whole IT carrier and technical help team—from seasoned directors to frontline analysts—the conference and expo attracted more than 2,200 people from thirty-three countries, together with Brazil, Japan, Poland, Australia, the UK, Nigeria, India, Canada, and the us. The 2012 HDI Annual convention & Expo can be held April 24–27, 2012, on the Rosen Shingle Creek in Orlando, FL. "The HDI Annual convention & Expo offered an incredible lineup of keynote speakers, sponsors, and compelling convention programming, and it provided a show off for imaginative know-how. The success of the event demonstrates the important importance of our industry," pointed out Craig Baxter, world company director at HDI. "furthermore, we're thrilled to honor our award recipients. There are leaders at every level in a company, and HDI has long recognized the cost each and every particular person brings to a group and each group brings to the IT organization. we wish all of the award winners endured success." HDI's trade awards are presented every yr on the HDI Annual conference & Expo to reward individuals and groups for excellence. HDI's award line-up contains the HDI Analyst of the yr and supervisor of the 12 months Awards, subsidized through Robert Half know-how; the HDI crew Excellence Awards, for inside and external groups; and the Ron Muns Lifetime fulfillment Award. In 2012, HDI will add the HDI laptop assist Technician of the yr Award to the household. This year's award winners include: Analyst of the 12 months – Elio Irizarry, journeying Nurse service of big apple Elio Irizarry is a support desk senior analyst at travelling Nurse service of new york, the place he gives support for complex technical suggestions, information, coordination, and observe-up on customer questions, problems, and/or malfunctions in all techniques purposes, hardware, and application put in or maintained with the aid of the tips systems department. Award nominees compete on the local and regional levels, sitting for ultimate interviews and critiques at the annual conference. Irizarry represented the long island city native chapter and the Northeast vicinity. To qualify for the award, candidates have to display a commitment to excellence in a range of key knowledge, including customer service, performance and fine of labor, manner skills, team orientation, management, and issue solving. manager of the yr – George Reichert, Parker Hannifin supplier George Reichert is neatly regular all through the Parker Hannifin employer for his surprising management abilities. At Parker, he shares administration responsibility for the facts middle and is the assist desk supervisor at the corporate headquarters. Reichert is also an active HDI member who has been worried with the North Coast native chapter for seventeen years, five of these as president. This award acknowledges Reichert's tireless contributions to the neighborhood and the people round him. supervisor of the yr nominees bear a rigorous comparison manner and are judged on a couple of criteria, including innovation, customer center of attention, leadership, verbal exchange, ethics, and professionalism. The HDI group Excellence Awards honor world-category aid organizations which have superior the image of the industry by reaching the optimum necessities of excellence in client aid and service birth. each the inner and external categories are judged in keeping with the identical standards, including individuals, technique and tactics, know-how, and components, supported by measured and stated efficiency results. crew Excellence Award, external – Technisource Technisource has been providing multitiered, global provider desk options for over twenty years, from both internal guide centers and customer websites. For this award, the business nominated its Mechanicsburg, PA, assist core, which supports over fifty shoppers and handles more than two million customer interactions per yr. Technisource is committed to examining and enhancing operations, internally and externally, via single-element-of-contact services and continual provider development programs. The support center's first-class assurance application reinforces the employees' accountability not only to give technically accurate, procedurally compliant services, however additionally to actively motivate the identification and removal of provider defects. In consumer satisfaction surveys, Technisource's help core averages 4.6 out of 5, and over the past two years and has obtained an "mind-blowing" score from end users over ninety five p.c of the time. team Excellence Award, exterior – Volkswagen neighborhood of america Eighteen months in the past, after years of struggling to satisfy service high-quality requisites and efficiency dreams, the Volkswagen neighborhood of the united states's IT carrier company became tasked with building an IT carrier desk mannequin and help group from scratch. today, the IT provider desk helps approximately 4,000 internal corporate employees and contractors and 1,100 Audi and Volkswagen dealerships in the united states and Canada, handling about 78,000 interactions per yr. The team normally exceeds the 75–eighty % first-call decision rate by way of leveraging administrative rights in the environment, preserving the talents base up to date, using the newest in far off-handle application, and making certain that each one staff members have ample technical skills. The community attributes much of its success to their individuals and the lifestyle they have created. Ron Muns Lifetime fulfillment Award – Katherine Spencer Lee, Robert Half expertise right through her career, Katherine Spencer Lee has brought strategic vision and leadership to the IT service and technical support business. As an advocate of knowledgeable practicing and certification, Katherine led the transition faraway from the historical follow of simply hiring anyone to fill open positions, to bringing on board probably the most qualified support gurus, with proven client provider expertise, technical expertise, and expert certifications. She has been a member of HDI for the reason that 2001, serving on the HDI Strategic Advisory Board for 3 years and as chair for 12 months. She turned into instrumental in transforming into the local chapters on the grassroots level, bringing idea leadership to the assembly agendas, and encouraging a lot of her colleagues to run for native chapter leadership positions. The Ron Muns Lifetime fulfillment Award, which become created in honor of HDI's founder and the daddy of the provider and guide trade, recognizes individuals for his or her contributions, enthusiasm, and tireless efforts to strengthen the carrier and technical assist industry. The award, in its fourth year, honors a superb chief who has made lasting contributions to the IT provider and technical assist industry. For extra suggestions about HDI, consult with www.ThinkHDI.com, name 800.248.5667, or email at aid@ThinkHDI.com. concerning the journeying Nurse provider of new york The travelling Nurse carrier of manhattan (VNSNY) is the biggest not-for-income home health care agency in the nation, serving greater than 30,000 New Yorkers day to day. VNSNY has the capabilities and elements to carry a full latitude of home health care functions throughout all five boroughs of long island city and in Nassau and Westchester counties. offering both brief- and long-time period domestic and neighborhood-primarily based care, VNSNY features encompass expert nursing, rehabilitation therapy, HHA and companionship services, behavioral fitness, dietary suggestions, and infusion care; services for little ones and households; conclusion-of-lifestyles functions; neighborhood intellectual health services; and personal care features. so as to serve big apple's distinctive population, VNSNY staff can supply carrier in over fifty languages. Parker Hannifin supplier With annual earnings of $10 billion in FY 2010, Parker Hannifin is the area's leading different manufacturer of action and handle technologies and methods, providing precision-engineered solutions for a wide selection of mobile, industrial, and aerospace markets. The business employs approximately fifty five,000 people in forty-six nations all over. Parker has elevated its annual dividends paid to shareholders for fifty-4 consecutive years, among the many suitable 5 longest-working dividend-raise statistics within the S&P 500 index. For extra counsel, discuss with the company's site at www.parker.com, or its investor information web page at www.phstock.com. About Technisource Technisource, probably the most largest expertise functions suppliers in North the usa, provides a wide range of staffing, management capabilities, and know-how options. With just about forty years of experience, Technisource provides functions to a broad range of clients to maximize their know-how investments. concentrated on exceptional, flexibility, and price, the company's carrier offerings latitude from IT staffing, deployment, and aid capabilities to utility great management, strategic initiatives, and outsourcing. via its network of greater than fifty-six workplaces throughout the united states and Canada, Technisource continues a group of 8,000 skilled consultants and employees that carry its portfolio of service choices to Fortune 500 companies, midsized agencies, and small agencies. Technisource is a subsidiary of SFN neighborhood (NYSE: SFN). For greater suggestions, please seek advice from www.technisource.com. About Volkswagen community of the united states, Chattanooga Operations LLC founded in 1955, Volkswagen of the usa, Inc. is headquartered in Herndon, Virginia. it's a subsidiary of Volkswagen AG, headquartered in Wolfsburg, Germany. Volkswagen is among the world's largest producers of passenger vehicles and Europe's greatest automaker. VWoA sells the Eos, Golf, GTI, Jetta, Jetta SportWagen, CC, Tiguan, Touareg and Routan through approximately 600 impartial U.S. buyers. All 2011 Volkswagen motors come common-geared up with digital stability handle (ESC). this is essential because the country wide dual carriageway traffic security Administration (NHTSA) has called ESC essentially the most valuable new automobile protection expertise on account that the defense belt. talk over with Volkswagen of the united states on-line at www.vw.com or www.media.vw.com to be taught more. About Robert Half technology With more than 100 locations global, Robert Half technology is a number one provider of technology gurus for initiatives starting from net development and multiplatform systems integration to community safety and technical help. Robert Half technology presents online job search services at www.rht.com. observe Robert Half expertise at www.twitter.com/RobertHalfTech. About HDI HDI is a world IT service and technical assist membership association and the trade's premier certification and training physique. Guided by a world panel of business consultants and practitioners, HDI is the leading resource for IT provider and technical assist emerging trends and most excellent practices. HDI provides individuals with an enormous repository of components, networking opportunities, and the greatest industry experience, the HDI Annual convention & Expo. Headquartered in Colorado Springs, CO, HDI offers practising in diverse languages and countries. For extra counsel, seek advice from www.ThinkHDI.com or call +1 719.268.0174. HDI is a component of UBM TechWeb, a division of United company Media LLC. About UBM TechWeb UBM TechWeb, the global chief in know-how media and expert tips, permits people and organizations to harness the transformative vigor of expertise. through its core corporations—media options, advertising services, and skilled assistance—UBM TechWeb produces the most precious and consumed brands, applications, and services within the know-how market. greater than 14.5 million enterprise and expertise gurus (CIOs, IT and IT aid managers, internet and digital experts, application and online game developers, government resolution makers, telecom providers and enterprise executives) actively participate in UBM TechWeb's communities. UBM TechWeb manufacturers consist of: global face-to-face hobbies comparable to Interop, game builders conference (GDC), web 2.0, Black Hat, and VoiceCon; enormous-scale online networks akin to InformationWeek, light analyzing, and Gamasutra; analysis, working towards, and certification services, together with HDI, Pyramid research, and InformationWeek Analytics; and market-main magazines akin to InformationWeek and Wall street & know-how. UBM TechWeb is a part of UBM, a global provider of media and information features for professional B2B communities and markets. talk over with www.techweb.com for greater suggestions. Contact Melanie Adamich UBM TechWeb, HDI 719 785 5391madamich@thinkhdi.com supply HDI Obviously it is hard assignment to pick solid certification questions/answers assets concerning review, reputation and validity since individuals get sham because of picking incorrectly benefit. 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