SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

Which action best illustrates excellent customer service?

AActively listen to customers when they talk to you.

BFeel sorry for your customers if they are troubled.

CLet customers know your personal accomplishments.

DListen to colleagues when customers talk to you.

Answer : A

Question 2

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 3

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 4

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 5

What is the most important reason for using customer satisfaction surveys?

ACustomer satisfaction surveys are a useful source for marketing statistics.

BCustomer satisfaction surveys are required by the service level agreement.

CCustomer satisfaction surveys identify whether customer expectations are being met.

DCustomer satisfaction surveys provide management with data required to create a schedule for the Service Desk.

Answer : C

Question 6

What is the best reason for maintaining confidentiality in the workplace?

AMaintaining confidentiality in the workplace helps meet Service Desk targets.

BMaintaining confidentiality in the workplace prevent others knowing your skill level.

CMaintaining confidentiality in the workplace protects customers from embarrassment.

DMaintaining confidentiality in the workplace shields your manager from blame.

Answer : C

Question 7

What is a best practice to follow when writing an e-mail?

AInclude emoticons to be friendly.

BReview the e-mail before you send it.

CUse abbreviations to speed up the writing process.

DWrite long explanations of processes.

Answer : B

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