sdi sd0-401 practice test

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. A web master magazine.
• B. Senior management meetings.
• C. Knowledge Centred Support.
• D. The marketing department.

What is the best way of using silent time effectively?

• A. Build a rapport with your customer.
• B. Check your e-mail.
• C. Identify the best time for your break.
• D. Write an e-mail to a colleague.

Which of the following techniques is the best one for reducing and eliminating conflict during a call?

• A. Match the customer attitude.
• B. Refrain from interrupting the customer.
• C. Stop using the customer name.
• D. Tell the customer you feel sorry for them.

What type of question will best encourage a customer to talk more about their Incident?

• A. Closed questions.
• B. Open questions.
• C. Technical questions.
• D. Personal questions.

Which is a common physical symptom of stress?

• A. You are more susceptible to colds.
• B. You rarely take lunch breaks.
• C. You work longer hours.
• D. Your colleagues all seem busy.

What is the best reason for displaying a good service attitude?

• A. Displaying a good service attitude will create a positive impression of the Service Desk.
• B. Displaying a good service attitude will help meet service levels.
• C. Displaying a good service attitude will improve customer performance.
• D. Displaying a good service attitude will reflect well in your performance evaluations.

Which statement best illustrates the concept of providing consistent service?

• A. Answer all calls within 15 seconds or 3 rings.
• B. Escalate all calls within 10 minutes if no answer is available.
• C. Give each customer an answer on first contact.
• D. Provide all callers with the same quality of service.

What is a best practice for assigning a priority level for an Incident?

• A. Assign a priority level based on how much the customer complains.
• B. Assign a priority level based on how well you know the caller.
• C. Assign a priority level based on the business impact of the Incident.
• D. Assign a priority level based on the number of PCs in the department.

Which is an example of data that must be protected by security policies?

• A. Department addresses.
• B. General telephone numbers.
• C. Head office marketing handouts.
• D. Personal information.

What is the most likely benefit of effective call management?

• A. Call management creates new service goals.
• B. Call management ensures that rules for communication are followed.
• C. Call management establishes you as the preferred contact.
• D. Call management makes the best use of the call time.