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HDI Support Center Analyst (1.0 - 6.0) Exam Questions with 100% Correct Answers | Verified | Latest Update $17.19   Add to cart
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HDI Support Center Analyst (1.0 - 6.0) Exam Questions with 100% Correct Answers | Verified | Latest Update
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  • HDI Support Center Analyst

HDI Support Center Analyst (1.0 - 6.0) Exam Questions with 100% Correct Answers | Verified | Latest Update

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  • October 24, 2024
  • 65
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

Subjects

  • a stakeholder is
  • hdi support center analyst 10 60 exam
  • which statement best describes a responsibility of
  • a service support center provides value to the org
  • what does a strategy statement communicat

Written for

  • HDI Support Center Analyst
  • HDI Support Center Analyst

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HDI Support Center Analyst (1.0 - 6.0) Exam
Questions with 100% Correct Answers |
Verified | Latest Update

Whichistatementibestidescribesiairesponsibilityiofianianalyst?i-
iCorrectiAnswer-Provideihighiqualityicustomericareionieveryiinteraction




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Reducinginegativeiimpactitoitheicustomerianditheibusiness


Aistakeholderiis:i-iCorrectiAnswer-
Anyiindividualiorigroupithaticontactsitheisupportienteriforiserviceiorisup
port


Whatidoesiaistrategyistatementicommunicate?i-iCorrectiAnswer-
Theiserviceiandisupporticenter'sivaluesiandifutureitoitheientireiorganiza
tion


WhatiisiaiServiceiLeveliAgreement?i-iCorrectiAnswer-
Ainegotiatedicontractibetweenitheiserviceiprovideriandiitsicustomer


WhoiisitheiSLAicontractibetween?i-iCorrectiAnswer-
Customersianditheiserviceiandisupporticenter

,Whatiareitheistandardioperatingiproceduresi(SOPs)?i-iCorrectiAnswer-
Aidetailedidocumentiofistepsiandidirectionsiforisupportianalyst


WhatiisitheipurposeiforihavingiSOPs?i-iCorrectiAnswer-
Allowsiteamimembersitoistayifocusedionicommonigoals


Whichiprocessiisiresponsibleiforirestoringinormaliserviceioperationiasiq
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ductioniinitheiqualityiofiaiservice?i-iCorrectiAnswer-
Incidentimanagement


Whichiprocessiisiresponsibleiforiensuringithaticustomersihaveitheiinfor
mationineeded,ibasedionitheiriroleiandisecurityirightsigranteditoithemii
nitheiinformationisecurityipolicy?i-iCorrectiAnswer-Accessimanagement


Whatiisiaifindable,ireusable,iandistructurediobjectithaticontainsitheicust
omer'siexperience,itheianalystsifinding,iandimetadata?i-
iCorrectiAnswer-knowledgeiarticle




WhatiisiaicommonireasoniforiimplementingiKnowledge-
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,Whatiisiairoleiofisupporticenterianalystiinitheiincidentimanagementiproc
ess?i-iCorrectiAnswer-
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ns


Whatiisianiexampleiofiselfiservice?i-iCorrectiAnswer-helpiapplication


Whichiisitrueiaboutiaisystemsiviewiofisupportitechnologies?i-
iCorrectiAnswer-

aicollectioniofiresourcesiworksitogetheriforiaicompleteicustomeriexperi
ence


Whatiisiaikeyibenefitiofiremoteicontrolitools?i-iCorrectiAnswer-
decreasesitheisupportiresourcesirequireditoirestoreitheiservice


Whatiisianiimportantiadvantageiofiself-serviceitechnology?i-
iCorrectiAnswer-

Itiisialwaysiavailableitoicustomersiwhenitheyiwantitoiuseiit


Whatiisiaibenefitiofiusingimetricsiiniaiserviceiandisupporticenter?i-
iCorrectiAnswer-Theiabilityitoiplaniforiheadicountitoihandleitheivolume




Whatidoikeyiperformancei-iCorrectiAnswer-
achievementiofiorganizationaligoals

, Whatimetricsiisidefined?i"Theiaverageiamountiofitimeithatiaicustomeriis
iwaitingiforitheicontactitoibeianswered"i-iCorrectiAnswer-

averageiresponseitime


WhatiisiFirstiContactiResolution?i-iCorrectiAnswer-
theipercentageiofiincidentsiresolvediduringitheiinitialiandionlyiinteracti
onsiwithitheicustomer


Whichiisiaikeyibenefitiofiactiveilistening?i-iCorrectiAnswer-
increasedicustomerisatisfaction


Toneicanibeiconveyedithrough:i-iCorrectiAnswer-alliofitheiabove


Whichiisiaikeyibestipracticeiforie-mail?i-iCorrectiAnswer-
proofreadiyourimessageibeforeiyouisendiit


Whichisentenceiusesipositiveiwordichoices?i-iCorrectiAnswer-
weicanihelpiyouiwithithat


Professionalilanguageiinvolves:i-iCorrectiAnswer-usingicourtesyiphrases


Whatishouldiyouidoiduringitheiinitialidiagnosisiactivityiofitheiincidentim
anagementiprocess?i-iCorrectiAnswer-
searchitheiKBiforisimilariincidentsioriworkarounds

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