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HDI practice quiz Questions and Answers
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HDI practice quiz Questions and Answers
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HDI practice quiz Questions and AnswersWhat is a benefit of integrating support center systems and tools?
a. Increased accuracy of information
b. Increased customer confidence
c. Reduced need for on-going training
d. Increased first level resolution Correct Ans-A. Increased accuracy of information
What are the four components of the balanced scorecard?
a. Process performance, People Management, Supplier Performance and Technology Metrics
b. Learning and growth, Customer Satisfaction, Certification Achievements, and Budget
Adherence
c. Financial performance, Learning and Growth, Internal Process, and Customer Satisfaction
d. Service Level Performance, Performance Plan Adherence, Staffing Levels, and Customer
Satisfaction Correct Ans-C. Financial Performance, learning and growth, internal process, and
customer satisfaction
What best practice can you follow to reduce the number of incoming calls to the support
center?
a. Set a realistic schedule and staffing level.
b. Reduce the support center hours of operation.
, c. Provide status updates to customers.
d. Ask customers to call during less busy times. Correct Ans-c. Provide status updates to
customers
In the Request Fulfillment Process the Analyst is responsible for
a. Reducing the downtime of the user
b. Monitoring support center targets related to Request Fufillment
c. Prioritizing requests based on personal experience
d. Performing all activities of the process documented in the SLA Correct Ans-d. Performing
all activities of the process documented in the SLA
What is knowledge Centered Support (KCS)?
a. A guideline for organizational autonomy
b. A framework for call and cost avoidance
c. A methodology to deliver better support
d. A standard to deliver self-service Correct Ans-c. a methodology to deliver better support
When should a support center analyst first use the knowledge base?
a. After resolving an incident
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