HDI PRACTICE QUIZ WITH COMPLETE
SOLUTIONS
What is a. responsibility of a support center analyst with respect to knowledge
management?
A) create knowledge as a result of every incident
B) flag knowledge that is incorrect
C) submit knowledge ideas to knowledge engineers
D) update knowledge every six months - ANSWER-flag knowledge that is incorrect
When a reviewer listens to live calls without the analyst's knowledge, this type of call
monitoring is
A)Remote service observations
B)Live service observations
C)Call recording
D)Call observation - ANSWER-A) remote service observations
What is the most important benefit of active listening?
A)Active listening reduces stress for you and the customer
B)Active listening improves the support center's knowledge base
C)Active listening improves the quality of call documentation
D)Active listening reduces the number of incoming calls - ANSWER-A) active listening
reduces stress for you and the customer
A customer could not get through to a support representative when calling the Help
Desk in the morning. He had to call back later.Which metric captures this situation?
A)Time in Queue
B)Abandonment Rate
C)Average Speed of Answer
D)First Call Resolution Rate - ANSWER-B) abandonment rate
What is a description of a problem
A)the same thing as an incident or request
B)a group of incidents with different symptoms
C)a single incident for which a workaround exists
D)a group of incidents with similar symptoms - ANSWER-a group of incidents with
similar symptoms
, What is an agreement between internal groups designed to support the IT service
provider's service delivery?
A)Service Level Requirement (SLR)
B)Service Level Agreement (SLA)
C)Operational Level Agreement (OLA)
D)Underpinning Contract - ANSWER-C) operational level agreement
What is it called when a support center analyst is able to switch smoothly between tasks
during his shift?
A)multitasking
B)prioritizing
C)time management
D)work management - ANSWER-A)multitasking
What is an effective e-mail practice?
a. Include exclamation marks to highlight points.
b. Make your response as short as possible.
c. Use acronyms for clarity and typing speed.
d. Write a clear concise reply to the question. - ANSWER-d. Write a clear concise reply
to the question.
What action should always be AVOIDED when documenting incidents?
a. Making negative references about people and organizations.
b. Omitting personal opinions that are not relevant to the incident.
c. Recording more information than is absolutely necessary.
d. Spelling out phrases that can be referenced with accuracy. - ANSWER-a. Making
negative references about people and organizations
What is one feature of a Service Management system?
a. Availability management
b. Capacity management
c. Configuration management
d. Documentation management - ANSWER-c. Configuration management
What is one responsibility of the support center in the problem management process?
A)Update the knowledge base.
B)Trend analysis of incidents.
C)Manage root cause analysis.
D)Approve problem resolutions. - ANSWER-Update the knowledge base.
SOLUTIONS
What is a. responsibility of a support center analyst with respect to knowledge
management?
A) create knowledge as a result of every incident
B) flag knowledge that is incorrect
C) submit knowledge ideas to knowledge engineers
D) update knowledge every six months - ANSWER-flag knowledge that is incorrect
When a reviewer listens to live calls without the analyst's knowledge, this type of call
monitoring is
A)Remote service observations
B)Live service observations
C)Call recording
D)Call observation - ANSWER-A) remote service observations
What is the most important benefit of active listening?
A)Active listening reduces stress for you and the customer
B)Active listening improves the support center's knowledge base
C)Active listening improves the quality of call documentation
D)Active listening reduces the number of incoming calls - ANSWER-A) active listening
reduces stress for you and the customer
A customer could not get through to a support representative when calling the Help
Desk in the morning. He had to call back later.Which metric captures this situation?
A)Time in Queue
B)Abandonment Rate
C)Average Speed of Answer
D)First Call Resolution Rate - ANSWER-B) abandonment rate
What is a description of a problem
A)the same thing as an incident or request
B)a group of incidents with different symptoms
C)a single incident for which a workaround exists
D)a group of incidents with similar symptoms - ANSWER-a group of incidents with
similar symptoms
, What is an agreement between internal groups designed to support the IT service
provider's service delivery?
A)Service Level Requirement (SLR)
B)Service Level Agreement (SLA)
C)Operational Level Agreement (OLA)
D)Underpinning Contract - ANSWER-C) operational level agreement
What is it called when a support center analyst is able to switch smoothly between tasks
during his shift?
A)multitasking
B)prioritizing
C)time management
D)work management - ANSWER-A)multitasking
What is an effective e-mail practice?
a. Include exclamation marks to highlight points.
b. Make your response as short as possible.
c. Use acronyms for clarity and typing speed.
d. Write a clear concise reply to the question. - ANSWER-d. Write a clear concise reply
to the question.
What action should always be AVOIDED when documenting incidents?
a. Making negative references about people and organizations.
b. Omitting personal opinions that are not relevant to the incident.
c. Recording more information than is absolutely necessary.
d. Spelling out phrases that can be referenced with accuracy. - ANSWER-a. Making
negative references about people and organizations
What is one feature of a Service Management system?
a. Availability management
b. Capacity management
c. Configuration management
d. Documentation management - ANSWER-c. Configuration management
What is one responsibility of the support center in the problem management process?
A)Update the knowledge base.
B)Trend analysis of incidents.
C)Manage root cause analysis.
D)Approve problem resolutions. - ANSWER-Update the knowledge base.
