HDI SCA Study guide Exam Questions
with Verified Solutions
If the first contact resolution rate is not as high as expected what could be
the result. - -Loss of productivity of the customer
- What is a benefit of using performance measurements in the service and
support center - -Provides indicators for how well individual support center
analyst and terms are doing
- Which of the following should security policies be a part of - -Processes
and procedures
- What information does not need to be documented during every contact
with a customer - -Customers communication style
- What factor is most likely to be a barrier to effectively communicate with
the customer - -The customer had a poor experience during a previous
interaction
- What is a good way to manage stress - -Set realistic expectations
- Which is a top skill commonly required of a support professional - -Being
self-motivated
- Which is a type of metric that measures of progress towards achieving
one's goal and objectives - -Key performance indicator (KPI)
- What is an example of an electronic delivery method for providing support
- -Remote control
- Which technology allows customers to troubleshoot their own issue in
search of a resolution - -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 - -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 - -Desktop support
, - When is it appropriate to escalate a contact to your manager - -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 - -Understand the true impact and urgency of their issue
- What is the primary purpose of a service level agreement - -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 - -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? - -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? - -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? - -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 you take? - -Take ownership of
the customers incident by dispatching a desk side technician
- What is the final activity in the incident management process - -Close the
incident record
- What is a principle of active listening - -Identifying ideas and images from
the speakers details
- What is the responsibility of a support center analyst in knowledge
management? - -Add knowledge when an incident is resolved where
knowledge did not exist
- What kind of support analyst do to promote teamwork - -Show respect for
the other team members abilities
with Verified Solutions
If the first contact resolution rate is not as high as expected what could be
the result. - -Loss of productivity of the customer
- What is a benefit of using performance measurements in the service and
support center - -Provides indicators for how well individual support center
analyst and terms are doing
- Which of the following should security policies be a part of - -Processes
and procedures
- What information does not need to be documented during every contact
with a customer - -Customers communication style
- What factor is most likely to be a barrier to effectively communicate with
the customer - -The customer had a poor experience during a previous
interaction
- What is a good way to manage stress - -Set realistic expectations
- Which is a top skill commonly required of a support professional - -Being
self-motivated
- Which is a type of metric that measures of progress towards achieving
one's goal and objectives - -Key performance indicator (KPI)
- What is an example of an electronic delivery method for providing support
- -Remote control
- Which technology allows customers to troubleshoot their own issue in
search of a resolution - -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 - -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 - -Desktop support
, - When is it appropriate to escalate a contact to your manager - -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 - -Understand the true impact and urgency of their issue
- What is the primary purpose of a service level agreement - -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 - -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? - -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? - -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? - -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 you take? - -Take ownership of
the customers incident by dispatching a desk side technician
- What is the final activity in the incident management process - -Close the
incident record
- What is a principle of active listening - -Identifying ideas and images from
the speakers details
- What is the responsibility of a support center analyst in knowledge
management? - -Add knowledge when an incident is resolved where
knowledge did not exist
- What kind of support analyst do to promote teamwork - -Show respect for
the other team members abilities
