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QQ0-200 - HDI Qualified Help Desk Senior Analyst - Dump Information

Vendor	:	HDI
Exam Code	:	QQ0-200
Exam Name	:	HDI Qualified Help Desk Senior Analyst
Questions and Answers	:	138 Q & A
Updated On	:	November 9, 2017
PDF Download Mirror	:	QQ0-200 Brain Dump
Get Full Version	:	Pass4sure QQ0-200 Full Version

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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

HDI QQ0-200 Exam (HDI Qualified Help Desk Senior Analyst) Detailed Information

Professional Certifications
Each HDI Certification reflects the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam. In addition to these role based certifications, HDI offers certification in KCS Principles and ITIL Foundation®.
View a complete list of HDI certification courses and get started today!
See HDI Certification Courses >>
HDI Certification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The HDI Standards may be purchased separately. HDI members may download the standards for free.
HDI Support Center Certification
HDI Support Center Certification is an award that recognizes a support center's commitment to excellence, efficiency, and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee which consists of more than 25 practitioners and experts from around the world. The certification program conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM).
Certification Courses
HomeCertificationProfessional CertificationsCertification Courses
HDI provides training and testing for certification that equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.
Role and Knowledge Based
HDI certifications reflect the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. In addition, HDI offers certification in KCSSM Principles and ITIL Foundations. All HDI certifications are designed to build and advance the competencies of support professionals, providing their organizations with measurable assets.
Are you interested in achieving your own certification? Please take a look at the certification courses listed below. If you have any questions, please contact an account manager or call our Customer Care Center at 1.800.248.5667 for immediate assistance.
HDI Customer Service Representative Public Classroom Virtual Classroom Online Course Onsite
Discover how to make every customer interaction a great one.
HDI Support Center Analyst Public Classroom Virtual Classroom Online Course Onsite
Develop the skills to create exceptional customer experiences.
HDI Desktop Support Technician Public Classroom Virtual Classroom Online Course Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Technical Support Professional Public Classroom Virtual Classroom Online Course Onsite
Enhance the skills to elevate the customer experience
HDI Support Center Team Lead Public Classroom Virtual Classroom Online Course Onsite
Hone the essential leadership skills required to enhance team performance.
HDI Support Center Manager Public Classroom Virtual Classroom Onsite
Leverage people, processes, and technology to meet service demands.
HDI Desktop Support Manager Public Classroom Virtual Classroom Onsite
Master the skills and processes for extraordinary desk-side support.
HDI Support Center Director Public Classroom Onsite
Strategically lead the service and support organization and increase business value.
KCS Foundation Public Classroom Virtual Classroom Online Course Onsite
Gain awareness of knowledge management best practices and concepts of the KCS methodology
KCS Principles Public Classroom Virtual Classroom Onsite
Learn the practical steps for capturing, storing, and successfully reusing knowledge
HDI Problem Management Professional Public Classroom Virtual Classroom Onsite
Refine your problem management skills to handle incidents before they begin.
HDI Certified Instructor Public Classroom Virtual Classroom Onsite
Gain or further your recognition as an industry expert when you get authorized to deliver HDI courses.
ITIL® Foundation Public Classroom Onsite
Learn the language of IT Service Management and the processes that support it.
Coaching Skills for Quality Support Public Classroom Onsite
Coaching skills to improve quality processes and practices in technical service and support organizations.
Online Exam Retake Fee Public Classroom Onsite
Online Exam Retake Fee
Annual Exam Insurance Public Classroom Onsite
Exam Insurance
Online Exam Extension Fee Public Classroom Onsite
Online Exam Extension Fee
Certification Standards
HomeCertificationCertification Standards
The competencies for HDI Certifications are identified and approved by the HDI International Certification Standards Committee. It is the committee’s intent to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the support industry on the meaning of certification in customer service and technical support organizations.
The HDI Certification Standards are open standards that are independent of any training curriculum. HDI Certification objectives are published to allow organizations to benefit from the core competencies identified by our International Certification Standards Committees. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam.
All HDI Certification Exams are based solely on the HDI Certification Standards and not on the content in the HDI Courses. HDI Courses are designed to assist a student preparing for an HDI Certification Exam. They reinforce the core concepts of the HDI Certification Standards and provide skills building opportunities for the attendees.
HDI Support Center Certification is the ultimate recognition for your support center's commitment to excellence, efficiency, and service quality. The certification is based on the HDI Support Center Standard, an internationally recognized standard developed by the HDI International Certification Standards Committee. This committee is comprised of support industry practitioners and experts from across the world.
Benefits of Certification
Operational Efficiencies
Organizations find tremendous value in the certification process because it unites their support management and teams around a common mission. Those who have received certification report that the process helped their organization align with the corporate business objectives, improved operational efficiencies and effectiveness, increased employee productivity, optimized performance monitoring and reporting, and fostered customer satisfaction and retention.
Recognition
Show both your customers and the industry at large that providing the highest quality service is of paramount importance to your business model. Certification provides ample opportunity to publicize and promote your support center’s achievement to your executive management team, your customers, and your industry peers.
Employee Morale and Retention
Earning the certification affirms your support center is a positive and rewarding working environment — an environment dedicated to employee training, career development, recognition, and productivity.
Competitive Advantage
Achieving certification recognizes your successful pursuit of optimal service quality and helps you attract new customers and keep existing ones. Place the HDI Certified Support Center logo on your marketing materials, business cards, and signage, and show the world that you’ve joined an elite community of world-class support centers.
Read about Aetna's journey to excellence.
How to Become Certified
To become an HDI Certified Support Center, your support center must achieve a minimum score in each of eight categories, as well as a minimum overall score. An on-site audit of your support center will be conducted by an HDI Certified Auditor.
The certification is valid for two years. To maintain the certification, your support center must demonstrate a continued commitment to the HDI Support Standard by passing a renewal audit every two years following the initial certification.
Watch how Canon Solutions America became HDI Certified for Exceptional Technical Support.
Prices
HDI Support Center Certification Audit: $30,000
HDI Support Center Certification Renewal Audit: $18,000
Pricing is for a single support center at a single location supporting a single customer base. Custom pricing may be required when the support center is located at multiple sites or services multiple customers. Auditor travel expenses are billed separately.
A 10% discount is available to clients who purchased HDI Support Center Certification Audit within 6 months of receiving a HDI Support Center Best Practices Assessment.

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