SDI SD0-401 SDI Exam Questions Instant Access

Question 1

What is the best reason for reporting all security compromises?

AReporting security compromises aids in apprehending and prosecuting offenders.

BReporting security compromises demonstrates that the security policy is working.

CReporting security compromises facilitates the monitoring of security policies.

DReporting security compromises helps prevent similar breaches in the future.

Answer : D

Question 2

How can being empathetic to the customer benefit the Service Desk?

ABeing empathetic allows you to express your feelings.

BBeing empathetic creates a rapport with the customer.

CBeing empathetic increases first contact resolution.

DBeing empathetic permits the customer to vent.

Answer : B

Question 3

Which of the following techniques is the best one for reducing and eliminating conflict during a call?

AMatch the customer attitude.

BRefrain from interrupting the customer.

CStop using the customer name.

DTell the customer you feel sorry for them.

Answer : B

Question 4

Which statement best describes a problem?

AA problem is an Incident that exceeds SLA requirements.

BA problem is an Incident that occurs several times.

CA problem is an Incident that requires multiple resources to resolve.

DA problem is an Incident with more than one solution.

Answer : B

Question 5

What is a best practice when closing an Incident?

AChat with the customer to build a rapport.

BOffer to mail the customer a user manual.

CSend the customer written confirmation of the Incident closure.

DTell the customer to call again to ask additional questions.

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 a best practice to use when assisting an emotional caller?

AAllow the customer to cry until they get it out of their system.

BAsk the customer to pull themselves together.

CLet the customer know you understand how they feel.

DTell the customer a story about a similar bad experience.

Answer : C

SDI Service Desk Foundation Qualification SD0-401 SDI Exam Questions