SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

What is a best practice for effectively managing your time?

AComplete your favourite jobs first.

BSet your clock a half an hour ahead.

CWork longer hours.

DWrite down all the tasks you need to accomplish.

Answer : D

Question 2

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

AAlways take a break before you write anything down.

BAvoid making negative references about the customer in the documentation.

CMake sure that others know how the customer treated you by documenting the interaction.

DUse emoticons to communicate the personality of a customer.

Answer : B

Question 3

What is the best reason for matching the customer communication style?

AYou are able to educate the customer in the proper use of terminology if you match their communication style.

BYou will never get the customer off the phone if you don'tmatch their communication style.

CYour customer will be quiet and listen better if you match their communication style.

DYour customer will understand you more easily if you match their communication style.

Answer : D

Question 4

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 5

What is a best practice for disengaging from a customer?

AAsk the customer a series of open questions.

BComplete the call log fields.

CConfirm the next time for contact.

DSay goodbye and hang up quickly.

Answer : C

Question 6

Customer satisfactions surveys that measure the quality of a single call or Incident are known as:

AAnnual surveys.

BOngoing surveys.

COnetime surveys.

DPeriodic surveys.

Answer : B

Question 7

What is the best reason for documenting processes and procedures?

ADocumenting processes and procedures enforces workplace culture.

BDocumenting processes and procedures ensures consistent service.

CDocumenting processes and procedures keeps you occupied during down time.

DDocumenting processes and procedures prevents customers from asking for special treatment.

Answer : B

SDI Service Desk Foundation Qualification SD0-401 SDI Exam Practice Test