Practice SD0-401 Exam Online

Page: 1 / 24
Total 120 questions | Updated On: Apr 25, 2024

Question 1

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

A : Abandon before answer.

B : Availability.

C : Average speed to answer.

D : First contact resolution.

Answer: C

Question 2

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

A : Being empathetic allows you to express your feelings.

B : Being empathetic creates a rapport with the customer.

C : Being empathetic increases first contact resolution.

D : Being empathetic permits the customer to vent.

Answer: B

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 : A web master magazine.

B : Senior management meetings.

C : Knowledge Centred Support.

D : The marketing department.

Answer: C

Question 4

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

A :

Interview each customer.

B : Manage each customer expectations.

C : Receive SLAs from each customer.

D : Provide reports to each customer.

Answer: B

Question 5

What is a best practice for helping an emotional caller?

A : Ask the customer to talk about their personal problems.

B : Help the customer focus on the Incident and resolution.

C : Maintain a professional approach according to the SLA.

D : Move the conversation carefully on to general issues within the company.

Answer: B

Page: 1 / 24
Total 120 questions | Updated On: Apr 25, 2024

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Name:	Service Desk Foundation Qualification
Exam Code:	SD0-401
Certification:	SDI Certification
Vendor:	SDI
Total Questions:	120
Last Updated:	Apr 25, 2024

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