HDI SCA Study Guide Questions and AnswersHDI SCA Study Guide Questions and AnswersHDI SCA Study Guide Questions and AnswersHDI SCA Study Guide Questions and AnswersHDI SCA Study Guide Questions and AnswersHDI SCA Study Guide Questions and Answers
If the first contact resolution rate is not as high as expected, what could be the result? - (correct
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answer) -Loss of productivity of the customer
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What is a benefit of using performance measurements in the service and support center? - (correct
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answer) -Provides indicators for how well individual support center analysts and teams are doing
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security policies should be apart of? - (correct answer) -Processes and procedures
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What information does NOT need to be documented during every contact with a customer? - (correct
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answer) -Customer's communication style
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What factor is most likely to be a barrier to effectively communicate with a customer? - (correct
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answer) -The customer had a poor experience during a previous interaction
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What is a good way to manage stress? - (correct answer) -Set realistic expectations
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What is a top skill commonly required of a support professional? - (correct answer) -Being self-
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motivated
What is a type of metric that measures progress towards achieving one's goals and objectives? -
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(correct answer) -Key performance indicator (KPI)
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What is an example of an electronic delivery method for providing support? - (correct answer) -Remote
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control
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What technology allows customers to troubleshoot their own issue in search of a resolution? - (correct
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answer) -Self-service
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You answer a call from a customer who is working on an important proposal that must be mailed today
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but it will not print. You ask questions to gather information so you can help but the customer keeps
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talking about what will happen if the proposal is not mailed. What technique can you use to get the
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customers attention? - (correct answer) -Address the customer by name
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What support delivery method is typically used when an incident cannot be resolved using a remote
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control tool? - (correct answer) -Desktop support
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When is it appropriate to escalate a contact to your manager? - (correct answer) -When you are unsure
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how to resolve an issue
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How can you best serve a customer who is feeling rushed and in a hurry to resolve their issue? -
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(correct answer) -Understand the true impact and urgency of their issue
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What is the primary purpose of a service level agreement? - (correct answer) -Defines the services
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customers will receive from the service provider
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