HDI Qualified Help Desk Senior Analyst - HD0-200 Exam Questions [2026]

QUESTION NO: 1
If a colleague told you that there was a problem with one of the gateways, what would he be referring to? (Choose one)

A. One of the hubs on the network. B. The security gates for the building. C. One of the routers on the network. D. The secure access gate into the help desk.

Correct Answer: C

QUESTION NO: 2
What are two purposes of an on-going (event) survey? (Choose two)

A. To trend levels of customer satisfaction between annual (periodic) surveys. B. To evaluate overall satisfaction levels with products. C. To assess satisfaction levels with all help desk services. D. To measure the quality of a single interaction.

Correct Answer: A,D

QUESTION NO: 3
What are two purposes of an on-going (event) survey? (Choose two)

A. To trend levels of customer satisfaction between annual (periodic) surveys. B. To evaluate overall satisfaction levels with products. C. To assess satisfaction levels with all help desk services. D. To measure the quality of a single interaction.

Correct Answer: A,D

QUESTION NO: 4
What is unstructured information gathering? (Choose 1)

A. Not using acronyms and speaking at the customer's level. B. Using open questions to get customers to talk. C. Identifying what happened vs. what was expected. D. Asking questions in a free-form manner.

Correct Answer: D

QUESTION NO: 5
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. Involvement in cross-functional teams. C. Involvement in Project management. D. Active Networking.

Correct Answer: A,B,D

QUESTION NO: 6
What are three key advantages of outsourcing? (Choose three)

A. Lower capital outlay. B. Reduced cost for provision of support. C. Fewer resource requirements. D. Increased profitability. E. Decreased responsibility for customer satisfaction.

Correct Answer: A,B,C