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

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 a best practice for establishing an effective relationship with your customer?

AInterview each customer.

BManage each customer expectations.

CReceive SLAs from each customer.

DProvide reports to each customer.

Answer : B

Question 7

Which is the most important consideration when setting the priority of an Incident?

AThe availability of a workaround.

BThe complexity of the Incident.

CThe customer urgency for resolution.

DThe location of the customer with the Incident.

Answer : A

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