HDI SCA Study Guide

How is quality assurance defines

A process for minimizing the impact that incidents have on the quality of service

What is a common metric used in Knowledge Management?

Abandons per minute

What is a responsibility of a support center analyst in knowledge management?

Add knowledge when an incident is resolved where knowledge did not exist

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 tool had the ability to learn without being explicitly programmed?

Artificial Intelligence (AI)

What is an activity that desktop support is usually involved in?

Asset management

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?

Assure the customer that the login can be fixed and you are committed to resolving the issue

What action can help to establish effective relationships with other departments?

Be aware of how your team contributes to others' success

What is a top skill commonly required of a support professional?

Being self-motivated

What is the final activity in the Incident Management process?

Close the incident record

What type of thinking involves identifying points of failure by applying new or different out-of-the-box perspectives?

Creative thinking

Management has asked you to find out if your customers feel your team is meeting their expectations. What quality assurance practice would you use?

Customer satisfaction survey

What will ultimately happen when it takes the service and support center longer to answer contacts than it usually takes?

Customer satisfaction will decrease

What information does NOT need to be documented during every contact with a customer?

Customer's communication style

What is the most likely result if a service and support center has a high abandon before answer rate?

Decrease in customer satisfaction

What is the primary purpose of a service level agreement?

Defines the services customers will receive from the service provider

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?

Describe your perception of what the customers said to verify understanding

What support delivery method is typically used when an incident cannot be resolved using a remote control tool?

Desktop support

Your customer's voice becomes loud, words become short, and the language has a blaming tone. What emotion can you exhibit to diffuse the situation?

Empathy

Why is it important to effectively manage contacts?

Enables you to make the optimum use of your time

Why is it important for the service and support center to follow security policies?

Ensures compliance with legal requirements

What is a benefit of desktop support?

Facilitates better understanding of customer's situation

What is a common incident management metric used by the most service and support centers?

First Contact Resolution (FCR)

A customer asks a support center analyst for permission to speak with his immediate supervisor. What type of escalation is this?

Hierarchical

What is a principle of active listening?

Identifying ideas and images from the speaker's details

What is a reason for a support center to implement Knowledge-Centered Service?

Improve First Contact Resolution (FCR)

What is considered a best practice for replying to a customer's issue via e-mail?

Include the original message with your reply

What is a benefit of teamwork?

Increased motivation and job satisfaction

Customer "drive by's" are a challenge for desktop support. What is another challenge they face?

It is more expensive way of providing support

You overhear someone giving a computer password to a co-worker. Why is it important to report this is to your manager?

It reduced the risk of security breaches

What is a type of metric that measures progress towards achieving one's goals and objectives?

Key performance indicator (KPI)

What quality assurance practice monitors effectiveness of solution articles?

Knowledge monitoring

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 active listening?

More effective response and resolution

What is a common cause of work-related stress

Not having the necessary skills or knowledge

What does the abandoned rate metric measure?

Percentage of contacts that terminate before answered by a support center analyst

If a customer is abusive and attacks you personally, which action should you take?

Politely warn the customer you may disengage from the contact

How can you exhibit personal accountability?

Present a positive view of your organization outside of the work place

security policies should be apart of?

Processes and procedures

What is an important responsibility of the service and support center?

Provide support according to the customer's request

What is an important reason for support center analysts to log all incidents?

Provides data that can be used for root cause analysis

What is an objective of self-service?

Provides easy access to documentation for incident resolution

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

What is an example of an electronic delivery method for providing support?

Remote control

What may be included in a security policy?

Requirement that customers' credit card information be protected

Which is a reasonability of a support center analyst?

Reusing, improving, and creating knowledge

What is an example of automated remediation (self-healing technology)?

Scan and monitor for viruses

Video training tutorials would be considered which type of support?

Self-service

What technology allows customers to troubleshoot their own issue in search of a resolution?

Self-service

What is a singular space for the customer or user to obtain information about products and services provided by the service and support center?

Service catalog

What is the purpose of an operational level agreement?

Set expectations between the support center and other parts of the organization

What is a good way to manage stress?

Set realistic expectations

What can a support analyst do to promote teamwork?

Show respect for other team members' abilities

What is an example of self service technology?

Social media

What is a documented plan of action to bring about a future state, such as the organization's goals and objectives?

Strategic planning

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?

Take ownership of the customer's incident by dispatching a deskside technician

What is a reasonability of each member of a team?

Taking personal accountability for their own actions

What action should you take when you feel stressed out and out of control?

Talk to your manager and take some recoup time

What is an example of behavior that is ethical?

Team members that hold others accountable for their actions

Which method of support do customers usually perceive as having the highest value?

Telephone support

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

Who is the audience of an operational level agreement?

The internal company employee

Why is it important for support center analyst to adhere to the organization's policies?

To help protect the organization from legal liabilities

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

When is it appropriate to escalate a contact to your manager?

When you are unsure how to resolve an issue