Hdi practice quiz with 100% 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 - ANS ✔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 - ANS ✔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 - ANS ✔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 - ANS ✔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 - ANS ✔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 - ANS ✔C) operational level agreement
What is it called when a support center analyst is able to switch smoothly between tasks during
his shift?
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 - ANS ✔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 - ANS ✔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 - ANS ✔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 - ANS ✔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 - ANS ✔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 - ANS ✔C) operational level agreement
What is it called when a support center analyst is able to switch smoothly between tasks during
his shift?
