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HDI PRACTICE TEST (2024 / 2025) Actual Questions and Verified Answers, 100% Guarantee Pass
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HDI PRACTICE TEST (2024 / 2025) Actual Questions and Verified Answers, 100% Guarantee Pass
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HDI PRACTICE TEST.pdf file:///C:/Users/HP/Desktop/New%20folder%20(2)/HDI%20PRACTHDI PRACTICE TEST QUESTIONS & ANSWERS
1. Why is it important to recognize a customers psychological needs when
resolving incidents?
Answer Unresolved psychological issues can have a negative affecton the resolution.
2. A talkative customer can result in extended call times. What is a best
practice for disengaging from a customer?
Answer Recap the customers actions
3. Which situation is most appropriate for escalation?
Answer You have exhausted allavailable resources
4. What is the best way to handle requests that are not supported?
Answer Advise thecustomer of other means for getting assistance
5. What is the most important reason for providing status updates to cus-
tomers?
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Answer Customers need to know when they can get back to work.
6. What is the best practice for documenting incidents?
Answer Use correct punctua-tion.
7. What is best practice for building positive working relationships with other
groups in the support center?
Answer Share your knowledge.
8. What is a key benefit of remote control tools?
Answer Decreases the support re-sources required to store the service.
9. What is the best reason for demonstrating confidence during a call?
Answer Putsyou in control of the conservation.
10. What is the best description of paraphrasing?
Answer Using your own words toconfirm your understanding of what the
customer has said.
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11. You have asked a customer to reboot his or her computer.What is the best
way to use your silent time?
Answer Review the call history.
12. What information should be documented for every incident?
Answer All informationpertaining to attempted and successful resolutions.
13. What is the best reason for logging all incidents?
Answer Provides information thatcan be reused
14. What is most likely benefit of logging all incidents?
Answer It allows the supportcenter to be proactive.
15. You have just received a customer call, but there are other team members
laughing and joking around in your area.What is your best course of action?-
Answer Ask your team members to please quiet down before answering the phone.
16. What is the best reason for having security policies in the service and
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support center
Answer They protect the company and it's customers
17. What is the best example of active listening?
Answer Taking notes while you talk tothe customer and going back to them
18. What is an objective of service management systems?
Answer Automate processesacross the organization to improve value of services.
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