HDI Support Center Analyst 2.0- Questions
& Answers
Describe how the service and support center provides value to the organization Correct Ans-
Improving customer service satisfaction
Increasing accessibility using a single operational point of contact (SPOC)
Providing a practice approach to service and support
Reducing negative business impact to the customer and the organization
Leveraging service and support resources and expertise to increase the productivity of all
professionals across the business
Improving teamwork and communication to better serve the needs of the business
Identify may demonstrate how the service and support center contributes to achieving business
goals and objectives Correct Ans-Customer satisfaction
Quality
Service Level Achievement
, First contact resolution (FCR)
First level resolution (FLR)
Business impact
Analyst utilization
Define policy Correct Ans-Define what is or is not permitted within an organization.
Establishes expectations and limitations related to behavior.
Explain the purpose of organizational policies Correct Ans-Provide clear definitions of
boundaries within which to work
Define what is acceptable and unacceptable employee and customer behavior
Provide guidelines for dealing with inappropriate behavior
Set customer expectations with defined policies
& Answers
Describe how the service and support center provides value to the organization Correct Ans-
Improving customer service satisfaction
Increasing accessibility using a single operational point of contact (SPOC)
Providing a practice approach to service and support
Reducing negative business impact to the customer and the organization
Leveraging service and support resources and expertise to increase the productivity of all
professionals across the business
Improving teamwork and communication to better serve the needs of the business
Identify may demonstrate how the service and support center contributes to achieving business
goals and objectives Correct Ans-Customer satisfaction
Quality
Service Level Achievement
, First contact resolution (FCR)
First level resolution (FLR)
Business impact
Analyst utilization
Define policy Correct Ans-Define what is or is not permitted within an organization.
Establishes expectations and limitations related to behavior.
Explain the purpose of organizational policies Correct Ans-Provide clear definitions of
boundaries within which to work
Define what is acceptable and unacceptable employee and customer behavior
Provide guidelines for dealing with inappropriate behavior
Set customer expectations with defined policies
