HDI SCA Study Guide 2022 with complete solution
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 analysts and teams are doing
security policies should be apart of?
Processes and procedures
What information does NOT need to be documented during every contact with a
customer?
Customer's communication style
What factor is most likely to be a barrier to effectively communicate with a
customer?
The customer had a poor experience during a previous interaction
What is a good way to manage stress?
Set realistic expectations
What is a top skill commonly required of a support professional?
Being self-motivated
What is a type of metric that measures progress towards achieving one's goals
and objectives?
Key performance indicator (KPI)
What is an example of an electronic delivery method for providing support?
Remote control
What 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
What 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 serve a customer who is feeling rushed and in a hurry to
resolve their issue?
Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement?
Defines the services customers will receive from the service provider
A customer asks a support center analyst for permission to speak with his
immediate supervisor. What type of escalation is this?
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 analysts and teams are doing
security policies should be apart of?
Processes and procedures
What information does NOT need to be documented during every contact with a
customer?
Customer's communication style
What factor is most likely to be a barrier to effectively communicate with a
customer?
The customer had a poor experience during a previous interaction
What is a good way to manage stress?
Set realistic expectations
What is a top skill commonly required of a support professional?
Being self-motivated
What is a type of metric that measures progress towards achieving one's goals
and objectives?
Key performance indicator (KPI)
What is an example of an electronic delivery method for providing support?
Remote control
What 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
What 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 serve a customer who is feeling rushed and in a hurry to
resolve their issue?
Understand the true impact and urgency of their issue
What is the primary purpose of a service level agreement?
Defines the services customers will receive from the service provider
A customer asks a support center analyst for permission to speak with his
immediate supervisor. What type of escalation is this?
