SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

What type of question will best encourage a customer to talk more about their Incident?

AClosed questions.

BOpen questions.

CTechnical questions.

DPersonal questions.

Answer : B

Question 2

What is a best practice for obtaining assistance when supporting a customer whose primary language is different to yours?

AObtain assistance as soon as possible.

BObtain assistance if communications are moved to e-mail.

CObtain assistance when frustration levels are increasing.

DObtain assistance within fifteen minutes.

Answer : C

Question 3

Which statement best illustrates the concept of providing consistent service?

AAnswer all calls within 15 seconds or 3 rings.

BEscalate all calls within 10 minutes if no answer is available.

CGive each customer an answer on first contact.

DProvide all callers with the same quality of service.

Answer : D

Question 4

When one of your customers has attempted to resolve their own problem, what is a best practice for encouraging and praising their efforts?

AAsk them questions about what they have done.

BChuckle quietly to yourself.

CShare the story with your colleagues.

DTell them it was a good effort, but that they are wrong.

Answer : A

Question 5

The best reason for documenting procedures is to:

ADefine the scope of the services provided.

BEnforce the consistency of the workplace culture.

CEnsure that the customer receives consistent service.

DPrevent customers from asking for special treatment.

Answer : C

Question 6

What is a best practice for helping a customer who feels inconvenienced?

AAllocate the blame appropriately.

BApologise for any poor service the customer received.

CEscalate the call to your supervisor.

DPass the call to a technical specialist.

Answer : B

Question 7

What is the most likely benefit of Incident monitoring in a Service Desk?

AIncident monitoring authorises configuration management.

BIncident monitoring confirms the accuracy of change management.

CIncident monitoring facilitates problem management.

DIncident monitoring identifies opportunities for improvement.

Answer : D

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