HDI SCA QUESTIONS AND ANSWERS
If the first contact resolution rate is not as high as expected, what could be the result? -
Answers- Loss of productivity of the customer
What is a benefit of using performance measurements in the service and support
center? - Answers- Provides indicators for how well individual support center analysts
and teams are doing
security policies should be apart of? - Answers- Processes and procedures
What information does NOT need to be documented during every contact with a
customer? - Answers- Customer's communication style
What factor is most likely to be a barrier to effectively communicate with a customer? -
Answers- The customer had a poor experience during a previous interaction
What is a good way to manage stress? - Answers- Set realistic expectations
What is a top skill commonly required of a support professional? - Answers- Being self-
motivated
A customer asks a support center analyst for permission to speak with his immediate
supervisor. What type of escalation is this? - Answers- Hierarchical
A customer calls the service and support center and describes a situation to you but you
are not certain you understand the issue. What course of action should you take? -
Answers- Describe your perception of what the customers said to verify understanding
A customer to the service and support center whose login information is not working is
desperate to get on the network. The customer begins to cry and says this is impacting
their ability to meet a critical deadline. What course of action should you take? -
Answers- Assure the customer that the login can be fixed and you are committed to
resolving the issue
What may be included in a security policy? - Answers- Requirement that customers'
credit card information be protected
A customer calls the service and support center and says that another support center
analyst promised that a technician would be dispatched to make a deskside visit within
thirty minutes; however, it has been over an hour and no one has been there yet. You
research the incident and find that it was not escalated. What course of action should
you take? - Answers- Take ownership of the customer's incident by dispatching a
deskside technician
, What is the final activity in the Incident Management process? - Answers- Close the
incident record
What is a principle of active listening? - Answers- Identifying ideas and images from the
speaker's details
What is a responsibility of a support center analyst in knowledge management? -
Answers- Add knowledge when an incident is resolved where knowledge did not exist
What can a support analyst do to promote teamwork? - Answers- Show respect for
other team members' abilities
Which method of support do customers usually perceive as having the highest value? -
Answers- Telephone support
What is an example of behavior that is ethical? - Answers- Team members that hold
others accountable for their actions
What is the purpose of an operational level agreement? - Answers- Set expectations
between the support center and other parts of the organization
What is an example of self service technology? - Answers- Social media
What action should you take when you feel stressed out and out of control? - Answers-
Talk to your manager and take some recoup time
Which is a reasonability of a support center analyst? - Answers- Reusing, improving,
and creating knowledge
Your customer's voice becomes loud, words become short, and the language has a
blaming tone. What emotion can you exhibit to diffuse the situation? - Answers-
Empathy
What is considered a best practice for replying to a customer's issue via e-mail? -
Answers- Include the original message with your reply
What is a reason for a support center to implement Knowledge-Centered Service? -
Answers- Improve First Contact Resolution (FCR)
What is an example of automated remediation (self-healing technology)? - Answers-
Scan and monitor for viruses
What is a type of metric that measures progress towards achieving one's goals and
objectives? - Answers- Key performance indicator (KPI)
If the first contact resolution rate is not as high as expected, what could be the result? -
Answers- Loss of productivity of the customer
What is a benefit of using performance measurements in the service and support
center? - Answers- Provides indicators for how well individual support center analysts
and teams are doing
security policies should be apart of? - Answers- Processes and procedures
What information does NOT need to be documented during every contact with a
customer? - Answers- Customer's communication style
What factor is most likely to be a barrier to effectively communicate with a customer? -
Answers- The customer had a poor experience during a previous interaction
What is a good way to manage stress? - Answers- Set realistic expectations
What is a top skill commonly required of a support professional? - Answers- Being self-
motivated
A customer asks a support center analyst for permission to speak with his immediate
supervisor. What type of escalation is this? - Answers- Hierarchical
A customer calls the service and support center and describes a situation to you but you
are not certain you understand the issue. What course of action should you take? -
Answers- Describe your perception of what the customers said to verify understanding
A customer to the service and support center whose login information is not working is
desperate to get on the network. The customer begins to cry and says this is impacting
their ability to meet a critical deadline. What course of action should you take? -
Answers- Assure the customer that the login can be fixed and you are committed to
resolving the issue
What may be included in a security policy? - Answers- Requirement that customers'
credit card information be protected
A customer calls the service and support center and says that another support center
analyst promised that a technician would be dispatched to make a deskside visit within
thirty minutes; however, it has been over an hour and no one has been there yet. You
research the incident and find that it was not escalated. What course of action should
you take? - Answers- Take ownership of the customer's incident by dispatching a
deskside technician
, What is the final activity in the Incident Management process? - Answers- Close the
incident record
What is a principle of active listening? - Answers- Identifying ideas and images from the
speaker's details
What is a responsibility of a support center analyst in knowledge management? -
Answers- Add knowledge when an incident is resolved where knowledge did not exist
What can a support analyst do to promote teamwork? - Answers- Show respect for
other team members' abilities
Which method of support do customers usually perceive as having the highest value? -
Answers- Telephone support
What is an example of behavior that is ethical? - Answers- Team members that hold
others accountable for their actions
What is the purpose of an operational level agreement? - Answers- Set expectations
between the support center and other parts of the organization
What is an example of self service technology? - Answers- Social media
What action should you take when you feel stressed out and out of control? - Answers-
Talk to your manager and take some recoup time
Which is a reasonability of a support center analyst? - Answers- Reusing, improving,
and creating knowledge
Your customer's voice becomes loud, words become short, and the language has a
blaming tone. What emotion can you exhibit to diffuse the situation? - Answers-
Empathy
What is considered a best practice for replying to a customer's issue via e-mail? -
Answers- Include the original message with your reply
What is a reason for a support center to implement Knowledge-Centered Service? -
Answers- Improve First Contact Resolution (FCR)
What is an example of automated remediation (self-healing technology)? - Answers-
Scan and monitor for viruses
What is a type of metric that measures progress towards achieving one's goals and
objectives? - Answers- Key performance indicator (KPI)
