SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

What is a best practice for negotiating with a customer?

ALook at the problem from the customer perspective.

BOnly provide a service that is included in the SLA.

CStrictly follow the Service Desk policies.

DTransfer the customer to your supervisor if they disagree with you.

Answer : A

Question 2

Which action best illustrates responsible team behaviour?

ALogging every call.

BReporting security violations.

CSharing knowledge.

DTaking more than your share of calls.

Answer : C

Question 3

What is a best practice for dealing with stress?

AKeep your frustration hidden.

BStay home from work.

CTake deep breaths.

DTake your frustration out on your partner.

Answer : C

Question 4

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

Question 5

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 6

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 7

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

AClean the workspace at the end of each shift.

BDecorate the workspace according to your tastes.

CPartner with someone who has similar work habits.

DEnsure the calendar is displaying the correct date.

Answer : A

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