HDI EXAM QUESTIONS WITH CORRECT
ANSWERS
Why should all incidents be logged in the incident management system? - Correct
Answers -To create an audit trail of interactions with customers.
What is a benefit of service and support center metrics and measurements? - Correct
Answers -Aids in determining staffing scheduling and needs.
What is the first step a support center analyst should take when it is necessary to place
a customer on hold? - Correct Answers -Ask the customer for permission.
What is an effective way for the service and support center to find out what is important
to customers? - Correct Answers -Customer satisfaction surveys.
What is best practice to follow when documenting incidents? - Correct Answers -Use
correct punctuation, spelling, and grammar.
Which is an activity in the incident management process? - Correct Answers -
Classifying incidents.
What metric is used to measure your knowledge level? - Correct Answers -First contact
resolution.
What is the appropriate response if you do NOT know the answer to a customers
question? - Correct Answers -Take ownership and find out what the answer is.
What is an example of self-service technology in a support center? - Correct Answers -
Web-based support.
What metric is used to measure your knowledge level? - Correct Answers -First contact
resolution.
What can cause work-related stress? - Correct Answers -Feeling out of control.
Which is likely to be part of a service level agreement? - Correct Answers -Hours of of
service availability.
, What is a good practice when communicating with a customer from another culture. -
Correct Answers -Repeat what the customer tells you in your own words.
What is the last step in closing a contact? - Correct Answers -Document the information
gathered during the interaction.
What is a purpose of an organizational policy? - Correct Answers -Set expectations
related to behavior.
Which is an activity in the incident management process? - Correct Answers -
Classifying incidents.
What action can you take to help you manage customers more effectively? - Correct
Answers -Paraphrase to clarify the issue.
Which quality assurance practice is used to check your writing skills? - Correct Answers
-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? - Correct
Answers -Contact monitoring.
Which statement best describes the role of support center services? - Correct Answers -
Align support goals with business goals.
What is something that is defined within an organizational policy? - Correct Answers -
Expectations for and limitations on behavior in the workplace.
What is an important benefit of teamwork in the support center? - Correct Answers -
Better communication.
What is a responsibility of a support center analyst? - Correct Answers -Representing
the support center in a professional manner.
What is it called when a support center analyst has a tendency to move between tasks
before one is complete? - Correct Answers -Switch-tasking.
What is the first step a support center analyst should take when it is necessary to place
a customer on hold? - Correct Answers -Ask the customer for permission.
What is an important objective of incident management? - Correct Answers -Minimize
the impact of interruptions to the business.
What is an important advantage of implementing self service technology? - Correct
Answers -Gives the customer easy access to support.
ANSWERS
Why should all incidents be logged in the incident management system? - Correct
Answers -To create an audit trail of interactions with customers.
What is a benefit of service and support center metrics and measurements? - Correct
Answers -Aids in determining staffing scheduling and needs.
What is the first step a support center analyst should take when it is necessary to place
a customer on hold? - Correct Answers -Ask the customer for permission.
What is an effective way for the service and support center to find out what is important
to customers? - Correct Answers -Customer satisfaction surveys.
What is best practice to follow when documenting incidents? - Correct Answers -Use
correct punctuation, spelling, and grammar.
Which is an activity in the incident management process? - Correct Answers -
Classifying incidents.
What metric is used to measure your knowledge level? - Correct Answers -First contact
resolution.
What is the appropriate response if you do NOT know the answer to a customers
question? - Correct Answers -Take ownership and find out what the answer is.
What is an example of self-service technology in a support center? - Correct Answers -
Web-based support.
What metric is used to measure your knowledge level? - Correct Answers -First contact
resolution.
What can cause work-related stress? - Correct Answers -Feeling out of control.
Which is likely to be part of a service level agreement? - Correct Answers -Hours of of
service availability.
, What is a good practice when communicating with a customer from another culture. -
Correct Answers -Repeat what the customer tells you in your own words.
What is the last step in closing a contact? - Correct Answers -Document the information
gathered during the interaction.
What is a purpose of an organizational policy? - Correct Answers -Set expectations
related to behavior.
Which is an activity in the incident management process? - Correct Answers -
Classifying incidents.
What action can you take to help you manage customers more effectively? - Correct
Answers -Paraphrase to clarify the issue.
Which quality assurance practice is used to check your writing skills? - Correct Answers
-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? - Correct
Answers -Contact monitoring.
Which statement best describes the role of support center services? - Correct Answers -
Align support goals with business goals.
What is something that is defined within an organizational policy? - Correct Answers -
Expectations for and limitations on behavior in the workplace.
What is an important benefit of teamwork in the support center? - Correct Answers -
Better communication.
What is a responsibility of a support center analyst? - Correct Answers -Representing
the support center in a professional manner.
What is it called when a support center analyst has a tendency to move between tasks
before one is complete? - Correct Answers -Switch-tasking.
What is the first step a support center analyst should take when it is necessary to place
a customer on hold? - Correct Answers -Ask the customer for permission.
What is an important objective of incident management? - Correct Answers -Minimize
the impact of interruptions to the business.
What is an important advantage of implementing self service technology? - Correct
Answers -Gives the customer easy access to support.
