HDI FINAL EXAM WITH ALL QUESTIONS AND
ANSWERS
Why is it important to recognize a customers psychological needs
when resolving incidents? - ANSWER Unresolved psychological
issues can have a negative affect on the resolution.
A talkative customer can result in extended call times. What is a best
practice for disengaging from a customer? - ANSWER Recap the
customers actions
Which situation is most appropriate for escalation? - ANSWER You
have exhausted all available resources
What is the best way to handle requests that are not supported? -
ANSWER Advise the customer of other means for getting assistance
What is the most important reason for providing status updates to
customers? - ANSWER Customers need to know when they can get
back to work.
What is the best practice for documenting incidents? - ANSWER
Use correct punctuation.
What is best practice for building positive working relationships with
other groups in the support center? - ANSWER Share your
knowledge.
What is a key benefit of remote control tools? - ANSWER Decreases
the support resources required to store the service.
What is the best reason for demonstrating confidence during a call? -
ANSWER Puts you in control of the conservation.
What is the best description of paraphrasing? - ANSWER Using your
own words to confirm your understanding of what the customer has
said.
,You have asked a customer to reboot his or her computer. What is
the best way to use your silent time? - ANSWER Review the call
history.
What information should be documented for every incident? -
ANSWER All information pertaining to attempted and successful
resolutions.
What is the best reason for logging all incidents? - ANSWER
Provides information that can be reused
What is most likely benefit of logging all incidents? - ANSWER It
allows the support center to be proactive.
You have just received a customer call, but there are other team
members laughing and joking around in your area. What is your best
course of action? - ANSWER Ask your team members to please
quiet down before answering the phone.
What is the best reason for having security policies in the service and
support center - ANSWER They protect the company and it's
customers
What is the best example of active listening? - ANSWER Taking
notes while you talk to the customer and going back to them
What is an objective of service management systems? - ANSWER
Automate processes across the organization to improve value of
services.
What is the best reason for empathizing with the customers? -
ANSWER Empathizing with the customer lets the customer know that
you understand how he or she feels.
What action should be *AVOIDED* when documenting incidents? -
ANSWER Recording the customers emotions
What do key performance indicators measure? - ANSWER
Achievement of organizational goals
, A customer with an important presentation to give in one hour is
upset because the document won't print. You ask the customer
questions about the incident, but the customer keeps talking about
what will happen if the document is not available. What should you do
to get the customer to refocus on the incident? - ANSWER Allow the
customer to vent.
What is an important benefit of active listening? - ANSWER Active
listening improves the quality of the incident analysis.
A customer calls because she is having trouble accessing the
internet. The customer is angry that this incident keeps recurring
and begins to complain about the network team. What is your best
way to respond to the customer? - ANSWER Empathize with the
customer before addressing the incident.
What is first contact resolution? - ANSWER The percentage of
incidents resolves during the initial and only interaction with the
customer.
When is it most appropriate to escalate incidents to a supervisor? -
ANSWER Escalate an incident if the incident has a high business or
financial impact.
What is the best description of a team? - ANSWER A team is a group
of people working as one unit.
What should you do during the initial diagnosis activity of the Incident
Management Process? - ANSWER Search the knowledge base for
ANSWERS
Why is it important to recognize a customers psychological needs
when resolving incidents? - ANSWER Unresolved psychological
issues can have a negative affect on the resolution.
A talkative customer can result in extended call times. What is a best
practice for disengaging from a customer? - ANSWER Recap the
customers actions
Which situation is most appropriate for escalation? - ANSWER You
have exhausted all available resources
What is the best way to handle requests that are not supported? -
ANSWER Advise the customer of other means for getting assistance
What is the most important reason for providing status updates to
customers? - ANSWER Customers need to know when they can get
back to work.
What is the best practice for documenting incidents? - ANSWER
Use correct punctuation.
What is best practice for building positive working relationships with
other groups in the support center? - ANSWER Share your
knowledge.
What is a key benefit of remote control tools? - ANSWER Decreases
the support resources required to store the service.
What is the best reason for demonstrating confidence during a call? -
ANSWER Puts you in control of the conservation.
What is the best description of paraphrasing? - ANSWER Using your
own words to confirm your understanding of what the customer has
said.
,You have asked a customer to reboot his or her computer. What is
the best way to use your silent time? - ANSWER Review the call
history.
What information should be documented for every incident? -
ANSWER All information pertaining to attempted and successful
resolutions.
What is the best reason for logging all incidents? - ANSWER
Provides information that can be reused
What is most likely benefit of logging all incidents? - ANSWER It
allows the support center to be proactive.
You have just received a customer call, but there are other team
members laughing and joking around in your area. What is your best
course of action? - ANSWER Ask your team members to please
quiet down before answering the phone.
What is the best reason for having security policies in the service and
support center - ANSWER They protect the company and it's
customers
What is the best example of active listening? - ANSWER Taking
notes while you talk to the customer and going back to them
What is an objective of service management systems? - ANSWER
Automate processes across the organization to improve value of
services.
What is the best reason for empathizing with the customers? -
ANSWER Empathizing with the customer lets the customer know that
you understand how he or she feels.
What action should be *AVOIDED* when documenting incidents? -
ANSWER Recording the customers emotions
What do key performance indicators measure? - ANSWER
Achievement of organizational goals
, A customer with an important presentation to give in one hour is
upset because the document won't print. You ask the customer
questions about the incident, but the customer keeps talking about
what will happen if the document is not available. What should you do
to get the customer to refocus on the incident? - ANSWER Allow the
customer to vent.
What is an important benefit of active listening? - ANSWER Active
listening improves the quality of the incident analysis.
A customer calls because she is having trouble accessing the
internet. The customer is angry that this incident keeps recurring
and begins to complain about the network team. What is your best
way to respond to the customer? - ANSWER Empathize with the
customer before addressing the incident.
What is first contact resolution? - ANSWER The percentage of
incidents resolves during the initial and only interaction with the
customer.
When is it most appropriate to escalate incidents to a supervisor? -
ANSWER Escalate an incident if the incident has a high business or
financial impact.
What is the best description of a team? - ANSWER A team is a group
of people working as one unit.
What should you do during the initial diagnosis activity of the Incident
Management Process? - ANSWER Search the knowledge base for
