HDI PRACTICE TEST QUESTIONS WITH
ALL ACTUAL 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 similar incidents or workarounds.
What is the last step in closing a call? - Answer Document the information gathered during the call.
Describe the top skills most commonly required of a support professional. - Answer Customer service
Communication skills
Ability to learn quickly
Troubleshoot/ problem solving skills
Ability to work under pressure
Interpersonal skills
Teamwork skills
ALL ACTUAL 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 similar incidents or workarounds.
What is the last step in closing a call? - Answer Document the information gathered during the call.
Describe the top skills most commonly required of a support professional. - Answer Customer service
Communication skills
Ability to learn quickly
Troubleshoot/ problem solving skills
Ability to work under pressure
Interpersonal skills
Teamwork skills
