SDI SD0-401 SDI Exam Questions Instant Access

Question 1

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 2

What is the best action to take when sharing a workspace?

AKeep a log of daily activities to share with next shift.

BLabel all of your personal property.

CRefrain from loading personal software onto computer equipment.

DShut down the computer equipment at the end of each shift.

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

Which comment will best acknowledge your customer emotions?

AHave you ever used this system before?

BI appreciate how critical this problem is for you right now.

CI know you are angry, but that won help the situation.

DYou have all of my sympathy right now.

Answer : B

Question 5

What is the best reason for displaying a good service attitude?

ADisplaying a good service attitude will create a positive impression of the Service Desk.

BDisplaying a good service attitude will help meet service levels.

CDisplaying a good service attitude will improve customer performance.

DDisplaying a good service attitude will reflect well in your performance evaluations.

Answer : A

Question 6

Which is a principle of active listening?

AAcknowledge the speaker.

BAsk closed questions.

CRefer the customer to self-help.

DUse standard language.

Answer : A

Question 7

Which is a characteristic of a successful team?

AIncentives are not provided.

BThere is little communication outside the team.

CProcesses are used effectively to maintain service quality.

DNo goals are established, they are not needed.

Answer : C

SDI Service Desk Foundation Qualification SD0-401 SDI Exam Questions