HDI SCA STUDY GUIDE WITH
COMPLETE SOLUTIONS
If the first contact resolution rate is not as high as expected, what could be the result? -
ANSWER-Loss of productivity of the customer
What is a benefit of using performance measurements in the service and support
center? - ANSWER-Provides indicators for how well individual support center analysts
and teams are doing
security policies should be apart of? - ANSWER-Processes and procedures
What information does NOT need to be documented during every contact with a
customer? - ANSWER-Customer's communication style
What factor is most likely to be a barrier to effectively communicate with a customer? -
ANSWER-The customer had a poor experience during a previous interaction
What is an example of self service technology? - ANSWER-Social media
What action should you take when you feel stressed out and out of control? - ANSWER-
Talk to your manager and take some recoup time
Which is a reasonability of a support center analyst? - ANSWER-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? - ANSWER-
Empathy
What is considered a best practice for replying to a customer's issue via e-mail? -
ANSWER-Include the original message with your reply
What is a reason for a support center to implement Knowledge-Centered Service? -
ANSWER-Improve First Contact Resolution (FCR)
What is a good way to manage stress? - ANSWER-Set realistic expectations
What is a top skill commonly required of a support professional? - ANSWER-Being self-
motivated
What is a type of metric that measures progress towards achieving one's goals and
objectives? - ANSWER-Key performance indicator (KPI)
, What is an example of an electronic delivery method for providing support? - ANSWER-
Remote control
What technology allows customers to troubleshoot their own issue in search of a
resolution? - ANSWER-Self-service
You answer a call from a customer who is working on an important proposal that must
be mailed today but it will not print. You ask questions to gather information so you can
help but the customer keeps talking about what will happen if the proposal is not mailed.
What technique can you use to get the customers attention? - ANSWER-Address the
customer by name
What support delivery method is typically used when an incident cannot be resolved
using a remote control tool? - ANSWER-Desktop support
When is it appropriate to escalate a contact to your manager? - ANSWER-When you
are unsure how to resolve an issue
How can you best serve a customer who is feeling rushed and in a hurry to resolve their
issue? - ANSWER-Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement? - ANSWER-Defines the
services customers will receive from the service provider
A customer asks a support center analyst for permission to speak with his immediate
supervisor. What type of escalation is this? - ANSWER-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? -
ANSWER-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? -
ANSWER-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? - ANSWER-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
COMPLETE SOLUTIONS
If the first contact resolution rate is not as high as expected, what could be the result? -
ANSWER-Loss of productivity of the customer
What is a benefit of using performance measurements in the service and support
center? - ANSWER-Provides indicators for how well individual support center analysts
and teams are doing
security policies should be apart of? - ANSWER-Processes and procedures
What information does NOT need to be documented during every contact with a
customer? - ANSWER-Customer's communication style
What factor is most likely to be a barrier to effectively communicate with a customer? -
ANSWER-The customer had a poor experience during a previous interaction
What is an example of self service technology? - ANSWER-Social media
What action should you take when you feel stressed out and out of control? - ANSWER-
Talk to your manager and take some recoup time
Which is a reasonability of a support center analyst? - ANSWER-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? - ANSWER-
Empathy
What is considered a best practice for replying to a customer's issue via e-mail? -
ANSWER-Include the original message with your reply
What is a reason for a support center to implement Knowledge-Centered Service? -
ANSWER-Improve First Contact Resolution (FCR)
What is a good way to manage stress? - ANSWER-Set realistic expectations
What is a top skill commonly required of a support professional? - ANSWER-Being self-
motivated
What is a type of metric that measures progress towards achieving one's goals and
objectives? - ANSWER-Key performance indicator (KPI)
, What is an example of an electronic delivery method for providing support? - ANSWER-
Remote control
What technology allows customers to troubleshoot their own issue in search of a
resolution? - ANSWER-Self-service
You answer a call from a customer who is working on an important proposal that must
be mailed today but it will not print. You ask questions to gather information so you can
help but the customer keeps talking about what will happen if the proposal is not mailed.
What technique can you use to get the customers attention? - ANSWER-Address the
customer by name
What support delivery method is typically used when an incident cannot be resolved
using a remote control tool? - ANSWER-Desktop support
When is it appropriate to escalate a contact to your manager? - ANSWER-When you
are unsure how to resolve an issue
How can you best serve a customer who is feeling rushed and in a hurry to resolve their
issue? - ANSWER-Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement? - ANSWER-Defines the
services customers will receive from the service provider
A customer asks a support center analyst for permission to speak with his immediate
supervisor. What type of escalation is this? - ANSWER-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? -
ANSWER-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? -
ANSWER-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? - ANSWER-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
