HDI SCA Study Guide with Complete Solutions
A customer calls the service and support center and describes a situation to you but you
are not certain you understand the issue. What course of action should you take? -
ANSWER-Describe your perception of what the customers said to verify understanding
A customer calls the service and support center and says that another support center
analyst promised that a technician would be dispatched to make a deskside visit within
thirty 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
you take? - ANSWER-Take ownership of the customer's incident by dispatching a
deskside technician
A customer to the service and support center whose 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 a critical deadline. What course of action should you take? -
ANSWER-Assure the customer that the login can be fixed and you are committed to
resolving the issue
Customer "drive by's" are a challenge for desktop support. What is another challenge
they face? - ANSWER-It is more expensive way of providing support
How can you best serve a customer who is feeling rushed and in a hurry to resolve their
issue? - ANSWER-Understand the true impact and urgency of their issue
How can you exhibit personal accountability? - ANSWER-Present a positive view of
your organization outside of the work place
How is quality assurance defines - ANSWER-A process for minimizing the impact that
incidents have on the quality of service
If a customer is abusive and attacks you personally, which action should you take? -
ANSWER-Politely warn the customer you may disengage from the contact
If the first contact resolution rate is not as high as expected, what could be the result? -
ANSWER-Loss of productivity of the customer
Management has asked you to find out if your customers feel your team is meeting their
expectations. What quality assurance practice would you use? - ANSWER-Customer
satisfaction survey
security policies should be apart of? - ANSWER-Processes and procedures
Video training tutorials would be considered which type of support? - ANSWER-Self-
service
, What action can help to establish effective relationships with other departments? -
ANSWER-Be aware of how your team contributes to others' success
What action should you take when you feel stressed out and out of control? - ANSWER-
Talk to your manager and take some recoup time
What can a support analyst do to promote teamwork? - ANSWER-Show respect for
other team members' abilities
What does the abandoned rate metric measure? - ANSWER-Percentage of contacts
that terminate before answered by a support center analyst
What factor is most likely to be a barrier to effectively communicate with a customer? -
ANSWER-The customer had a poor experience during a previous interaction
What information does NOT need to be documented during every contact with a
customer? - ANSWER-Customer's communication style
What is a benefit of active listening? - ANSWER-More effective response and resolution
What is a benefit of desktop support? - ANSWER-Facilitates better understanding of
customer's situation
What is a benefit of teamwork? - ANSWER-Increased motivation and job satisfaction
What is a benefit of using performance measurements in the service and support
center? - ANSWER-Provides indicators for how well individual support center analysts
and teams are doing
What is a common cause of work-related stress - ANSWER-Not having the necessary
skills or knowledge
What is a common incident management metric used by the most service and support
centers? - ANSWER-First Contact Resolution (FCR)
What is a common metric used in Knowledge Management? - ANSWER-Abandons per
minute
What is a documented plan of action to bring about a future state, such as the
organization's goals and objectives? - ANSWER-Strategic planning
What is a good way to manage stress? - ANSWER-Set realistic expectations
What is a principle of active listening? - ANSWER-Identifying ideas and images from the
speaker's details
A customer calls the service and support center and describes a situation to you but you
are not certain you understand the issue. What course of action should you take? -
ANSWER-Describe your perception of what the customers said to verify understanding
A customer calls the service and support center and says that another support center
analyst promised that a technician would be dispatched to make a deskside visit within
thirty 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
you take? - ANSWER-Take ownership of the customer's incident by dispatching a
deskside technician
A customer to the service and support center whose 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 a critical deadline. What course of action should you take? -
ANSWER-Assure the customer that the login can be fixed and you are committed to
resolving the issue
Customer "drive by's" are a challenge for desktop support. What is another challenge
they face? - ANSWER-It is more expensive way of providing support
How can you best serve a customer who is feeling rushed and in a hurry to resolve their
issue? - ANSWER-Understand the true impact and urgency of their issue
How can you exhibit personal accountability? - ANSWER-Present a positive view of
your organization outside of the work place
How is quality assurance defines - ANSWER-A process for minimizing the impact that
incidents have on the quality of service
If a customer is abusive and attacks you personally, which action should you take? -
ANSWER-Politely warn the customer you may disengage from the contact
If the first contact resolution rate is not as high as expected, what could be the result? -
ANSWER-Loss of productivity of the customer
Management has asked you to find out if your customers feel your team is meeting their
expectations. What quality assurance practice would you use? - ANSWER-Customer
satisfaction survey
security policies should be apart of? - ANSWER-Processes and procedures
Video training tutorials would be considered which type of support? - ANSWER-Self-
service
, What action can help to establish effective relationships with other departments? -
ANSWER-Be aware of how your team contributes to others' success
What action should you take when you feel stressed out and out of control? - ANSWER-
Talk to your manager and take some recoup time
What can a support analyst do to promote teamwork? - ANSWER-Show respect for
other team members' abilities
What does the abandoned rate metric measure? - ANSWER-Percentage of contacts
that terminate before answered by a support center analyst
What factor is most likely to be a barrier to effectively communicate with a customer? -
ANSWER-The customer had a poor experience during a previous interaction
What information does NOT need to be documented during every contact with a
customer? - ANSWER-Customer's communication style
What is a benefit of active listening? - ANSWER-More effective response and resolution
What is a benefit of desktop support? - ANSWER-Facilitates better understanding of
customer's situation
What is a benefit of teamwork? - ANSWER-Increased motivation and job satisfaction
What is a benefit of using performance measurements in the service and support
center? - ANSWER-Provides indicators for how well individual support center analysts
and teams are doing
What is a common cause of work-related stress - ANSWER-Not having the necessary
skills or knowledge
What is a common incident management metric used by the most service and support
centers? - ANSWER-First Contact Resolution (FCR)
What is a common metric used in Knowledge Management? - ANSWER-Abandons per
minute
What is a documented plan of action to bring about a future state, such as the
organization's goals and objectives? - ANSWER-Strategic planning
What is a good way to manage stress? - ANSWER-Set realistic expectations
What is a principle of active listening? - ANSWER-Identifying ideas and images from the
speaker's details
