SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

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 2

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 3

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 4

What statement best describes the purpose of Incident management?

AThe purpose of Incident management is to ensure that all calls are logged.

BThe purpose of Incident management is to manage the customer expectation.

CThe purpose of Incident management is to manage the service level agreement.

DThe purpose of Incident management is to restore normal service as quickly as possible.

Answer : D

Question 5

What is the most important reason for maintaining legal compliance in the Service Desk?

AMaintaining legal compliance prevents employees from downloading music.

BMaintaining legal compliance prevents unauthorised internet usage.

CMaintaining legal compliance protects identity information.

DMaintaining legal compliance protects your personal rights.

Answer : C

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