SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

What is a best practice for effectively managing your time?

AComplete your favourite jobs first.

BSet your clock a half an hour ahead.

CWork longer hours.

DWrite down all the tasks you need to accomplish.

Answer : D

Question 2

What is a best practice to use to disengage from a customer?

ATell the customer the office is closing and you will call them tomorrow.

BTell the customer your queue is backing up.

CTransfer the call to your supervisor.

DUse closed questions.

Answer : D

Question 3

Lost business and low customer satisfaction are the most likely result of an increase in:

AAgent availability.

BCalls abandoned before answered.

CProductivity.

DTalk time.

Answer : B

Question 4

Which Service Desk process provides a framework for collaboration, provides information to customers, and lowers the overall cost of support?

AIncident management.

BKnowledge management.

CProblem management.

DStaff management.

Answer : B

Question 5

Which action is most likely to give the customer a positive impression of the Service Desk?

AAgree with customers, even if they are mistaken.

BKeep customers informed of the steps being taken to resolve their problem.

CProvide customers with an Incident reference number.

DSupport products that are contained in the Service Level Agreement.

Answer : B

Question 6

Some of your customers speak different languages to your own. What is a best practice for communicating effectively when helping these customers?

ASet up a video link so you can gesture.

BSpeak louder and slower for clarification.

CModerate the pace of the call.

DUse slang to put the customer at ease.

Answer : C

Question 7

Which statement best describes unsuccessful teams?

AUnsuccessful teams are provided with incentives.

BUnsuccessful teams are organised.

CUnsuccessful teams do not have enough time to complete tasks.

DUnsuccessful teams are often able to reach a consensus.

Answer : C

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