Free SDI SD0-401 Exam Questions

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

Page: 1 / 24

Total 120 Questions | Updated On: Nov 14, 2024

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Question 1

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 2

Which statement best characterises a friendly and supportive workplace?

A : nagement encourages extensive overtime.

B : am members help each other.

C : am members work alone.

D : am members work only their allotted hours.

Answer: B

Question 3

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

A : Interview each customer.

B : nage each customer expectations.

C : ceive SLAs from each customer.

D : ovide reports to each customer.

Answer: B

Question 4

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 5

What is a best practice for reducing conflict?

A : low the customer to vent their frustration.

B : k the customer to repeat what they just said.

C : rect the customer to the Service Desk web site.

D : ace the customer on hold to allow them to calm down.

Answer: A

Page: 1 / 24

Total 120 Questions | Updated On: Nov 14, 2024

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