Free SDI SD0-401 Exam Questions

Become SDI Certified with updated SD0-401 exam questions and correct answers

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Total 120 Questions | Updated On: Aug 22, 2022

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Question 1

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

A : ree with customers, even if they are mistaken.

B : ep customers informed of the steps being taken to resolve their problem.

C : ovide customers with an Incident reference number.

D : pport products that are contained in the Service Level Agreement.

Answer: B

Question 2

Which metric is used to measure the average amount of time that a customer waits before a call is answered?

A : andon before answer.

B : ailability.

C : erage speed to answer.

D : rst contact resolution.

Answer: C

Question 3

Your help desk/Service Desk wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?

A : web master magazine.

B : nior management meetings.

C : owledge Centred Support.

D : marketing department.

Answer: C

Question 4

The principal purpose of company policies is to:

A : cument operating procedures.

B : entify Incidents for additional follow-up.

C : ovide clear definitions of boundaries.

D : otect the Service Desk from hackers.

Answer: C

Question 5

How can being empathetic to the customer benefit the Service Desk?

A : ing empathetic allows you to express your feelings.

B : ing empathetic creates a rapport with the customer.

C : ing empathetic increases first contact resolution.

D : ing empathetic permits the customer to vent.

Answer: B

Page: 1 / 24

Total 120 Questions | Updated On: Aug 22, 2022

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