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HDI Questions and Correct Answers/
Latest Update / Already Graded
Why should all incidents be logged in the incident management
system?
Ans: To create an audit trail of interactions with customers.
What is a benefit of service and support center metrics and
measurements?
Ans: Aids in determining staffing scheduling and needs.
What is the appropriate response if you do NOT know the answer to
a customers question?
Ans: Take ownership and find out what the answer is.
What is an example of self-service technology in a support center?
Ans: Web-based support.
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What metric is used to measure your knowledge level?
Ans: First contact resolution.
What can cause work-related stress?
Ans: Feeling out of control.
Which is likely to be part of a service level agreement?
Ans: Hours of of service availability.
What is a good practice when communicating with a customer from
another culture.
Ans: Repeat what the customer tells you in your own words.
What is the last step in closing a contact?
Ans: Document the information gathered during the interaction.
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What is a purpose of an organizational policy?
Ans: Set expectations related to behavior.
Which is an activity in the incident management process?
Ans: Classifying incidents.
What action can you take to help you manage customers more
effectively?
Ans: Paraphrase to clarify the issue.
Which quality assurance practice is used to check your writing skills?
Ans: Incident monitoring.
As a part of your performance review process, your interactions with
customers are silently monitored four times a month. What quality
assurance practice is this?
HDI Questions and Correct Answers/
Latest Update / Already Graded
Why should all incidents be logged in the incident management
system?
Ans: To create an audit trail of interactions with customers.
What is a benefit of service and support center metrics and
measurements?
Ans: Aids in determining staffing scheduling and needs.
What is the appropriate response if you do NOT know the answer to
a customers question?
Ans: Take ownership and find out what the answer is.
What is an example of self-service technology in a support center?
Ans: Web-based support.
,2 | Page
What metric is used to measure your knowledge level?
Ans: First contact resolution.
What can cause work-related stress?
Ans: Feeling out of control.
Which is likely to be part of a service level agreement?
Ans: Hours of of service availability.
What is a good practice when communicating with a customer from
another culture.
Ans: Repeat what the customer tells you in your own words.
What is the last step in closing a contact?
Ans: Document the information gathered during the interaction.
, 3 | Page
What is a purpose of an organizational policy?
Ans: Set expectations related to behavior.
Which is an activity in the incident management process?
Ans: Classifying incidents.
What action can you take to help you manage customers more
effectively?
Ans: Paraphrase to clarify the issue.
Which quality assurance practice is used to check your writing skills?
Ans: Incident monitoring.
As a part of your performance review process, your interactions with
customers are silently monitored four times a month. What quality
assurance practice is this?
