SDI SD0-401 SDI Exam Questions Instant Access

Question 1

Which of the following best describes your sales and marketing role within the Service Desk?

ALog the opportunity so that it can be followed up on at a later date.

BRecognise opportunities to increase business and know what to do with them.

CRefer any business opportunities to the marketing department.

DStop trying to resolve the problem and concentrate on increasing the business.

Answer : B

Question 2

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 3

What is the benefit of good teamwork to an organization?

ABetter employees with more skills.

BEnhanced career opportunities across the organization.

CImproved overall quality of service provided.

DIncreased capability for technical support and delivery.

Answer : C

Question 4

When you have a call that cannot be resolved, what is the last step you will take prior to disengaging from the customer?

AConfirm the details provided by the customer.

BDetermine the priority of the Incident.

CSet the customer expectation for the next contact.

DVerify the customer eligibility for service.

Answer : C

Question 5

What is the best description of process management?

AProcess management is accomplishing tasks that we can test, report, and improve upon.

BProcess management is a formal concept that we work with.

CProcess management is a set of rules that can never be bent or broken.

DProcess management is red tape that prevents creativity.

Answer : A

Question 6

What is a best practice for handling calls related to non-supported items?

AHang up on the customer.

BInform the customer that it is against company policy to help.

CLet the customer know who they should contact and how they should do so.

DProvide support to the customer anyway.

Answer : C

Question 7

Which Service Desk process provides a framework for collaboration, provides information to customers, and lowers the overall cost of support?

AIncident management.

BKnowledge management.

CProblem management.

DStaff management.

Answer : B

SDI Service Desk Foundation Qualification SD0-401 SDI Exam Questions