Unit Questions, HDI Support
Center Analyst 1.0, HDI
Support Center Analyst 2.0,
HDI Support Center Analyst
3.0, HDI Support Center
Analyst 4.0, HDI Support
Center Analyst 5.0, HDI
Support Center Analyst 6.0
Exam questions and answers
Which statement best describes a responsibility of an analyst? -
answer Provide high quality customer care on every interaction
A service support center provides value to the organization by: -
answer Reducing negative impact to the customer and the
business
A stakeholder is: - answer Any individual or group that contacts
the support enter for service or support
What does a strategy statement communicate? - answer The
service and support center's values and future to the entire
organization
,What is a Service Level Agreement? - answer A negotiated contract
between the service provider and its customer
Who is the SLA contract between? - answer Customers and the
service and support center
What are the standard operating procedures (SOPs)? - answer A
detailed document of steps and directions for support analyst
What is the purpose for having SOPs? - answer Allows team
members to stay focused on common goals
Which process is responsible for restoring normal service operation
as quickly as possible following an unplanned interruption to a
service or a reduction in the quality of a service? - answer Incident
management
Which process is responsible for ensuring that customers have the
information needed, based on their role and security rights granted
to them in the information security policy? - answer Access
management
What is a findable, reusable, and structured object that contains the
customer's experience, the analysts finding, and metadata? -
answer knowledge article
What is a common reason for implementing Knowledge-Centered
Services (KCS)? - answer increase customer satisfaction
What is a role of support center analyst in the incident management
process? - answer Serve as a liaison with other groups as
necessary to coordinate resolutions
,What is an example of self service? - answer help application
Which is true about a systems view of support technologies? -
answer a collection of resources works together for a complete
customer experience
What is a key benefit of remote control tools? - answer decreases
the support resources required to restore the service
What is an important advantage of self-service technology? - answer
It is always available to customers when they want to use it
What is a benefit of using metrics in a service and support center? -
answer The ability to plan for head count to handle the volume
What do key performance - answer achievement of organizational
goals
What metrics is defined? "The average amount of time that a
customer is waiting for the contact to be answered" - answer
average response time
What is First Contact Resolution? - answer the percentage of
incidents resolved during the initial and only interactions with the
customer
Which is a key benefit of active listening? - answer increased
customer satisfaction
Tone can be conveyed through: - answer all of the above
, Which is a key best practice for e-mail? - answer proofread your
message before you send it
Which sentence uses positive word choices? - answer we can help
you with that
Professional language involves: - answer using courtesy phrases
What should you do during the initial diagnosis activity of the
incident management process? - answer search the KB for similar
incidents or workarounds
Which involves using a "whole brain" approach to problem-solving? -
answer use a combination of creative and critical thinking
Which activity of the incident management process involves actively
identifying a solution and/or work around - answer investigation
and diagnnosis
Which circumstance is appropriate for escalation? - answer you
have exhausted your resources
What is the last activity of the incident management process? -
answer confirm resolution with the customer
Which is an example of emotional intelligence? - answer self-
awareness
What is the definition of emotional hijack? - answer a physical and
mental reaction to anything that can be a threat
Center Analyst 1.0, HDI
Support Center Analyst 2.0,
HDI Support Center Analyst
3.0, HDI Support Center
Analyst 4.0, HDI Support
Center Analyst 5.0, HDI
Support Center Analyst 6.0
Exam questions and answers
Which statement best describes a responsibility of an analyst? -
answer Provide high quality customer care on every interaction
A service support center provides value to the organization by: -
answer Reducing negative impact to the customer and the
business
A stakeholder is: - answer Any individual or group that contacts
the support enter for service or support
What does a strategy statement communicate? - answer The
service and support center's values and future to the entire
organization
,What is a Service Level Agreement? - answer A negotiated contract
between the service provider and its customer
Who is the SLA contract between? - answer Customers and the
service and support center
What are the standard operating procedures (SOPs)? - answer A
detailed document of steps and directions for support analyst
What is the purpose for having SOPs? - answer Allows team
members to stay focused on common goals
Which process is responsible for restoring normal service operation
as quickly as possible following an unplanned interruption to a
service or a reduction in the quality of a service? - answer Incident
management
Which process is responsible for ensuring that customers have the
information needed, based on their role and security rights granted
to them in the information security policy? - answer Access
management
What is a findable, reusable, and structured object that contains the
customer's experience, the analysts finding, and metadata? -
answer knowledge article
What is a common reason for implementing Knowledge-Centered
Services (KCS)? - answer increase customer satisfaction
What is a role of support center analyst in the incident management
process? - answer Serve as a liaison with other groups as
necessary to coordinate resolutions
,What is an example of self service? - answer help application
Which is true about a systems view of support technologies? -
answer a collection of resources works together for a complete
customer experience
What is a key benefit of remote control tools? - answer decreases
the support resources required to restore the service
What is an important advantage of self-service technology? - answer
It is always available to customers when they want to use it
What is a benefit of using metrics in a service and support center? -
answer The ability to plan for head count to handle the volume
What do key performance - answer achievement of organizational
goals
What metrics is defined? "The average amount of time that a
customer is waiting for the contact to be answered" - answer
average response time
What is First Contact Resolution? - answer the percentage of
incidents resolved during the initial and only interactions with the
customer
Which is a key benefit of active listening? - answer increased
customer satisfaction
Tone can be conveyed through: - answer all of the above
, Which is a key best practice for e-mail? - answer proofread your
message before you send it
Which sentence uses positive word choices? - answer we can help
you with that
Professional language involves: - answer using courtesy phrases
What should you do during the initial diagnosis activity of the
incident management process? - answer search the KB for similar
incidents or workarounds
Which involves using a "whole brain" approach to problem-solving? -
answer use a combination of creative and critical thinking
Which activity of the incident management process involves actively
identifying a solution and/or work around - answer investigation
and diagnnosis
Which circumstance is appropriate for escalation? - answer you
have exhausted your resources
What is the last activity of the incident management process? -
answer confirm resolution with the customer
Which is an example of emotional intelligence? - answer self-
awareness
What is the definition of emotional hijack? - answer a physical and
mental reaction to anything that can be a threat
