HDI SCA study guide exam questions
and answers7
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 analyst and terms are
doing
Which of the following should security policies be a part of - ANSWERS-Processes and
procedures
What information does not need to be documented during every contact with a customer -
ANSWERS-Customers communication style
What factor is most likely to be a barrier to effectively communicate with the customer -
ANSWERS-The customer had a poor experience during a previous interaction
What is a good way to manage stress - ANSWERS-Set realistic expectations
Which is a top skill commonly required of a support professional - ANSWERS-Being self-
motivated
Which is a type of metric that measures of progress towards achieving one's goal and objectives
- ANSWERS-Key performance indicator (KPI)
, What is an example of an electronic delivery method for providing support - ANSWERS-Remote
control
Which technology allows customers to troubleshoot their own issue in search of a resolution -
ANSWERS-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 - ANSWERS-Address the customer by name, I put
this one
Which support delivery method is typically used when an incident cannot be resolved using a
remote control tool - ANSWERS-Desktop support
When is it appropriate to escalate a contact to your manager - ANSWERS-When you are unsure
how to resolve an issue
How can you best service customer who is feeling rushed and in a hurry to resolve the issue -
ANSWERS-Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement - ANSWERS-Defined the services
customers will receive from the service provider
A customer ask 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 describe the 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 customer said to verify understanding
and answers7
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 analyst and terms are
doing
Which of the following should security policies be a part of - ANSWERS-Processes and
procedures
What information does not need to be documented during every contact with a customer -
ANSWERS-Customers communication style
What factor is most likely to be a barrier to effectively communicate with the customer -
ANSWERS-The customer had a poor experience during a previous interaction
What is a good way to manage stress - ANSWERS-Set realistic expectations
Which is a top skill commonly required of a support professional - ANSWERS-Being self-
motivated
Which is a type of metric that measures of progress towards achieving one's goal and objectives
- ANSWERS-Key performance indicator (KPI)
, What is an example of an electronic delivery method for providing support - ANSWERS-Remote
control
Which technology allows customers to troubleshoot their own issue in search of a resolution -
ANSWERS-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 - ANSWERS-Address the customer by name, I put
this one
Which support delivery method is typically used when an incident cannot be resolved using a
remote control tool - ANSWERS-Desktop support
When is it appropriate to escalate a contact to your manager - ANSWERS-When you are unsure
how to resolve an issue
How can you best service customer who is feeling rushed and in a hurry to resolve the issue -
ANSWERS-Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement - ANSWERS-Defined the services
customers will receive from the service provider
A customer ask 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 describe the 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 customer said to verify understanding
