HDI PRACTICE TEST CARDS
questions with complete solutions
Unresolved psychological issues can have a negative affect on the resolution. - ANS ✔Why is it
important to recognize a customers psychological needs when resolving incidents?
Recap the customers actions - ANS ✔A talkative customer can result in extended call times.
What is a best practice for disengaging from a customer?
You have exhausted all available resources - ANS ✔Which situation is most appropriate for
escalation?
Advise the customer of other means for getting assistance - ANS ✔What is the best way to
handle requests that are not supported?
Customers need to know when they can get back to work. - ANS ✔What is the most important
reason for providing status updates to customers?
Use correct punctuation. - ANS ✔What is the best practice for documenting incidents?
Share your knowledge. - ANS ✔What is best practice for building positive working relationships
with other groups in the support center?
Decreases the support resources required to store the service. - ANS ✔What is a key benefit of
remote control tools?
,Puts you in control of the conservation. - ANS ✔What is the best reason for demonstrating
confidence during a call?
Using your own words to confirm your understanding of what the customer has said. - ANS
✔What is the best description of paraphrasing?
Review the call history. - ANS ✔You have asked a customer to reboot his or her computer. What
is the best way to use your silent time?
All information pertaining to attempted and successful resolutions. - ANS ✔What information
should be documented for every incident?
Provides information that can be reused - ANS ✔What is the best reason for logging all
incidents?
It allows the support center to be proactive. - ANS ✔What is most likely benefit of logging all
incidents?
Ask your team members to please quiet down before answering the phone. - ANS ✔You have
just received a customer call, but there are other team members laughing and joking around in
your area. What is your best course of action?
They protect the company and it's customers - ANS ✔What is the best reason for having
security policies in the service and support center
Taking notes while you talk to the customer and going back to them - ANS ✔What is the best
example of active listening?
Automate processes across the organization to improve value of services. - ANS ✔What is an
objective of service management systems?
, Empathizing with the customer lets the customer know that you understand how he or she
feels. - ANS ✔What is the best reason for empathizing with the customers?
Recording the customers emotions - ANS ✔What action should be *AVOIDED* when
documenting incidents?
Achievement of organizational goals - ANS ✔What do key performance indicators measure?
Allow the customer to vent. - ANS ✔A customer with an important presentation to give in one
hour is upset because the document won't print. You ask the customer questions about the
incident, but the customer keeps talking about what will happen if the document is not
available. What should you do to get the customer to refocus on the incident?
Active listening improves the quality of the incident analysis. - ANS ✔What is an important
benefit of active listening?
Empathize with the customer before addressing the incident. - ANS ✔A customer calls because
she is having trouble accessing the internet. The customer is angry that this incident keeps
recurring and begins to complain about the network team. What is your best way to respond to
the customer?
The percentage of incidents resolves during the initial and only interaction with the customer. -
ANS ✔What is first contact resolution?
Escalate an incident if the incident has a high business or financial impact. - ANS ✔When is it
most appropriate to escalate incidents to a supervisor?
A team is a group of people working as one unit. - ANS ✔What is the best description of a
team?
questions with complete solutions
Unresolved psychological issues can have a negative affect on the resolution. - ANS ✔Why is it
important to recognize a customers psychological needs when resolving incidents?
Recap the customers actions - ANS ✔A talkative customer can result in extended call times.
What is a best practice for disengaging from a customer?
You have exhausted all available resources - ANS ✔Which situation is most appropriate for
escalation?
Advise the customer of other means for getting assistance - ANS ✔What is the best way to
handle requests that are not supported?
Customers need to know when they can get back to work. - ANS ✔What is the most important
reason for providing status updates to customers?
Use correct punctuation. - ANS ✔What is the best practice for documenting incidents?
Share your knowledge. - ANS ✔What is best practice for building positive working relationships
with other groups in the support center?
Decreases the support resources required to store the service. - ANS ✔What is a key benefit of
remote control tools?
,Puts you in control of the conservation. - ANS ✔What is the best reason for demonstrating
confidence during a call?
Using your own words to confirm your understanding of what the customer has said. - ANS
✔What is the best description of paraphrasing?
Review the call history. - ANS ✔You have asked a customer to reboot his or her computer. What
is the best way to use your silent time?
All information pertaining to attempted and successful resolutions. - ANS ✔What information
should be documented for every incident?
Provides information that can be reused - ANS ✔What is the best reason for logging all
incidents?
It allows the support center to be proactive. - ANS ✔What is most likely benefit of logging all
incidents?
Ask your team members to please quiet down before answering the phone. - ANS ✔You have
just received a customer call, but there are other team members laughing and joking around in
your area. What is your best course of action?
They protect the company and it's customers - ANS ✔What is the best reason for having
security policies in the service and support center
Taking notes while you talk to the customer and going back to them - ANS ✔What is the best
example of active listening?
Automate processes across the organization to improve value of services. - ANS ✔What is an
objective of service management systems?
, Empathizing with the customer lets the customer know that you understand how he or she
feels. - ANS ✔What is the best reason for empathizing with the customers?
Recording the customers emotions - ANS ✔What action should be *AVOIDED* when
documenting incidents?
Achievement of organizational goals - ANS ✔What do key performance indicators measure?
Allow the customer to vent. - ANS ✔A customer with an important presentation to give in one
hour is upset because the document won't print. You ask the customer questions about the
incident, but the customer keeps talking about what will happen if the document is not
available. What should you do to get the customer to refocus on the incident?
Active listening improves the quality of the incident analysis. - ANS ✔What is an important
benefit of active listening?
Empathize with the customer before addressing the incident. - ANS ✔A customer calls because
she is having trouble accessing the internet. The customer is angry that this incident keeps
recurring and begins to complain about the network team. What is your best way to respond to
the customer?
The percentage of incidents resolves during the initial and only interaction with the customer. -
ANS ✔What is first contact resolution?
Escalate an incident if the incident has a high business or financial impact. - ANS ✔When is it
most appropriate to escalate incidents to a supervisor?
A team is a group of people working as one unit. - ANS ✔What is the best description of a
team?
