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HDI Support Center Analyst Practice Test Questions and Answers
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HDI Support Center Analyst Practice Test Questions and Answers
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HDI Support Center Analyst Practice TestQuestions and Answers
A customer contacts service and support about recurring trouble accessing the internet. The
customer is angry that the issue keeps recurring and begins to complain about the network
team. What is your best course of action to meet this customer's needs? Correct Ans-
Empathize with the customer before addressing the problem.
What form of support allows you to take control of a customer's workstation from another
location? Correct Ans-Remote control
Which is likely to be part of a service level agreement? Correct Ans-Hours of service
availability
What is an important benefit of teamwork in the support center? Correct Ans-Better
communication
What is a responsibility of a support center analyst? Correct Ans-Representing the support
center in a professional manner.
What is a request? Correct Ans-Inquiry from a customer for information, advice, or access.
Which statement best describes the role of support center services? Correct Ans-Align
support goals with business goals.
, What common support center technology enables a customer to resolve an issue without
contacting the support center? Correct Ans-Self-service
What is an important objective of incident management? Correct Ans-Minimize the impact
of interruptions to the business.
Why is documentation of support center processes and procedures important? Correct Ans-
Encourage adherence to policies.
A customer contacts the service and support center to report an unexpected shutdown for the
third time this week. It sounds like the customer may be on the verge of crying. What action
should you take? Correct Ans-Empathize with the customer first and then describe what you
are going to do next.
How can a support center analyst behave in an ethical manner? Correct Ans-Provide the
same level of service to all customers.
What metric measures the amount of time it takes the support center to answer a contact?
Correct Ans-Average response time
What is an objective of teamwork? Correct Ans-Work together to accomplish common goals.
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