SDI SD0-101 SDI Exam Questions Instant Access

Question 1

You are on a call which is degenerating into a tirade of abuse from the caller; how do you react

and deal with this?

APolitely warn the user that they are in the wrong and should calm down

BStrongly inform the user that you will not stand for abuse in the workplace

CStrongly warn the user that you will not resolve their issue if they continue to be abusive

DPolitely warn the user that you will hang up or transfer the call if they continue to be abusive

Answer : D

Question 2

What is the best reason for an SDA to follow documented processes and procedures?

AIt ensures that all customers perform consistently

BIt ensures that the SDA performs consistently

CIt ensures that customers consistently provide positive feedback

DIt ensures that the manager is protected from irate users

Answer : B

Question 3

Which option best describes call differentiating?

AUnderstanding that 75% of customer satisfaction is derived from psychological needs being
met and 25% of business needs being met

BUnderstanding that 75% of customer satisfaction is derived from business needs being met
and 25% from psychological needs being met

CUnderstanding that 65% of customer satisfaction is derived from speedy resolution and 35%
from regular status updates

DUnderstanding that 90% of customer satisfaction is derived from psychological needs being
met and 10% from business needs being met

Answer : A

Question 4

Which of these options would typically be classified as a Service Request?

AA request for a new server

BA request to set up a new user

CA request for enhancements to an in-house application

DA request for a non-standard hardware item

Answer : B

Question 5

Which option is NOT a type of non-verbal communication?

AEye contact

BBody language

CFacial expressions

DOpen questions

Answer : D

Question 6

You have been on a call with a user for five minutes and you sense they are getting frustrated;

what is the most likely reason for this?

AYou are attempting to resolve their issue using remote support

BYou are interrogating the Service Knowledge Management System for a known solution

CThe Incident was originally logged by a colleague and you are following the call script to
ensure no information had been missed

DYou have put them on hold briefly whilst you consult a colleague

Answer : C

Question 7

The relationship between the Service Desk and Technical Support is poor; what action would

you recommend to improve the situation?

AEncourage the sharing of information between the two teams

BEscalate it immediately to management

CLive with it it happens in every organisation

DSuggest the technical support team have some soft-skills training

Answer : A

SDI Service Desk Analyst Qualification SD0-101 SDI Exam Questions