HDI SCA STUDY GUIDE
If the first contact resolution rate is not as high as expected what could be the result. -
Correct Answers -Loss of productivity of the customer
What is a benefit of using performance measurements in the service and support center
- Correct 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 - Correct Answers -
Processes and procedures
Who is the audience of an operational level agreement - Correct Answers -The internal
company employee
Why is it important for the service and support center to follow security policies - Correct
Answers -Insurance compliance with legal requirements
What is two had the ability to learn without being explicitly programmed - Correct
Answers -Artificial intelligence (AI)
What is an activity that desktop support is usually involved in - Correct Answers -Asset
management
What information does not need to be documented during every contact with a
customer - Correct Answers -Customers communication style
What factor is most likely to be a barrier to effectively communicate with the customer -
Correct Answers -The customer had a poor experience during a previous interaction
What is a good way to manage stress - Correct Answers -Set realistic expectations
Which is a top skill commonly required of a support professional - Correct Answers -
Being self-motivated
Which is a type of metric that measures of progress towards achieving one's goal and
objectives - Correct Answers -Key performance indicator (KPI)
, What is an example of an electronic delivery method for providing support - Correct
Answers -Remote control
Which technology allows customers to troubleshoot their own issue in search of a
resolution - Correct 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 - Correct 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 - Correct Answers -Desktop support
When is it appropriate to escalate a contact to your manager - Correct 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 - Correct Answers -Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement - Correct 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 - Correct 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? -
Correct Answers -Describe your perception of what the customer said to verify
understanding
A customer to the service and support center who's 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 the critical deadline. What course of action should you take? -
Correct Answers -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? - Correct Answers -Requirement that
customers credit card information be protected
Customer calls for service and support center and says that another support center
analyst promise that a technician would be dispatched to make a desk side visit within
30 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
If the first contact resolution rate is not as high as expected what could be the result. -
Correct Answers -Loss of productivity of the customer
What is a benefit of using performance measurements in the service and support center
- Correct 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 - Correct Answers -
Processes and procedures
Who is the audience of an operational level agreement - Correct Answers -The internal
company employee
Why is it important for the service and support center to follow security policies - Correct
Answers -Insurance compliance with legal requirements
What is two had the ability to learn without being explicitly programmed - Correct
Answers -Artificial intelligence (AI)
What is an activity that desktop support is usually involved in - Correct Answers -Asset
management
What information does not need to be documented during every contact with a
customer - Correct Answers -Customers communication style
What factor is most likely to be a barrier to effectively communicate with the customer -
Correct Answers -The customer had a poor experience during a previous interaction
What is a good way to manage stress - Correct Answers -Set realistic expectations
Which is a top skill commonly required of a support professional - Correct Answers -
Being self-motivated
Which is a type of metric that measures of progress towards achieving one's goal and
objectives - Correct Answers -Key performance indicator (KPI)
, What is an example of an electronic delivery method for providing support - Correct
Answers -Remote control
Which technology allows customers to troubleshoot their own issue in search of a
resolution - Correct 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 - Correct 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 - Correct Answers -Desktop support
When is it appropriate to escalate a contact to your manager - Correct 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 - Correct Answers -Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement - Correct 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 - Correct 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? -
Correct Answers -Describe your perception of what the customer said to verify
understanding
A customer to the service and support center who's 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 the critical deadline. What course of action should you take? -
Correct Answers -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? - Correct Answers -Requirement that
customers credit card information be protected
Customer calls for service and support center and says that another support center
analyst promise that a technician would be dispatched to make a desk side visit within
30 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
