SDI SD0-401 SDI Exam Questions Instant Access

Question 1

What is the best reason for providing status updates to your customers?

AProviding status updates demonstrates sympathy for the customer.

BProviding status updates ensures that you control the call.

CProviding status updates is required by the SLA.

DProviding status updates reduces the number of inbound calls.

Answer : D

Question 2

What is a best practice to follow when closing an Incident?

AProvide the customer with a satisfaction survey.

BSet the customer expectations for the follow-up.

CTell the customer not to call again.

DUse formal business language.

Answer : B

Question 3

What is the best definition of stress?

AStress is a natural reaction that can have a positive or negative effect.

BStress is an emotional condition that should always be avoided.

CStress is what happens towards the end of a difficult shift.

DStress is an attitude that someone gets when overworked.

Answer : A

Question 4

What information must be logged for every Incident?

AA corrected version of the customer description of the Incident.

BA note about the customer preferred desk side technician.

CAny commitments made to the customer.

DYour opinion about the customer technical expertise.

Answer : C

Question 5

What is the best way of using silent time effectively?

ABuild a rapport with your customer.

BCheck your e-mail.

CIdentify the best time for your break.

DWrite an e-mail to a colleague.

Answer : A

Question 6

What is a best practice for reducing conflict?

AAllow the customer to vent their frustration.

BAsk the customer to repeat what they just said.

CDirect the customer to the Service Desk web site.

DPlace the customer on hold to allow them to calm down.

Answer : A

Question 7

What is the best reason for honouring commitments made to customers?

AHonouring commitments demonstrates an understanding of legal requirements.

BHonouring commitments increases the credibility of the Service Desk.

CHonouring commitments keeps you out of trouble.

DHonouring commitments reduces employee creativity.

Answer : B

SDI Service Desk Foundation Qualification SD0-401 SDI Exam Questions