SDIのSD0-401認定試験の最新な問題集

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試験番号：SD0-401問題集
試験科目：SDI 「Service Desk Foundation Qualification」
問題と解答：全118問

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NO.1 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.
Answer: B

SDI認定証   SD0-401   SD0-401   SD0-401   SD0-401認定試験

NO.2 What is a benefit of teamwork?
A. Better time management.
B. Higher employee morale.
C. Improved conformity.
D. Increased competition.
Answer: B

SDI   SD0-401過去問   SD0-401練習問題   SD0-401問題集   SD0-401練習問題

NO.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

SDI問題集   SD0-401認定資格   SD0-401認定資格   SD0-401   SD0-401   SD0-401認証試験

NO.4 What is the best description of your role in supporting customers?
A. Avoid confrontation at all costs.
B. Deliver consistent, high quality support.
C. Escalate calls as appropriate.
D. Minimise talk time.
Answer: B

SDI認定資格   SD0-401   SD0-401認定証   SD0-401問題集

NO.5 When you have a call that cannot be resolved, what is the last step you will take prior to disengaging
from the customer?
A. Confirm the details provided by the customer.
B. Determine the priority of the Incident.
C. Set the customer expectation for the next contact.
D. Verify the customer eligibility for service.
Answer: C

SDI   SD0-401問題集   SD0-401   SD0-401認定資格

NO.6 What is the best reason for using a standard greeting when answering telephone calls?
A. Using a standard greeting complies with Service Desk standards.
B. Using a standard greeting ensures consistent service.
C. Using a standard greeting makes the customer feel humble.
D. Using a standard greeting prevents individuals developing their own greetings.
Answer: B

SDI   SD0-401   SD0-401認定試験

NO.7 What is a best practice for reducing conflict?
A. Agree with the customer.
B. Interject your opinion into the conversation.
C. Let the customer know that you are in charge.
D. Show the customer respect.
Answer: D

SDI   SD0-401   SD0-401

NO.8 What is a best practice to follow when documenting an Incident?
A. Always take a break before you write anything down.
B. Avoid making negative references about the customer in the documentation.
C. Make sure that others know how the customer treated you by documenting the interaction.
D. Use emoticons to communicate the personality of a customer.
Answer: B

SDI   SD0-401   SD0-401

NO.9 What is a best practice for demonstrating personal accountability in your work.?
A. Blame others for mistakes.
B. Never admit that you made a mistake.
C. Perform your duties in a manner that meets with company policy.
D. Work according to your mood.
Answer: C

SDI   SD0-401   SD0-401   SD0-401   SD0-401認定資格

NO.10 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.
Answer: A

SDI   SD0-401   SD0-401認証試験   SD0-401   SD0-401認定資格

NO.11 What factor is most important in determining the priority of an Incident?
A. The caller connection to the Service Desk.
B. The caller emotional state.
C. The Incident impact on the business.
D. The Incident impact on the Service Desk.
Answer: C

SDI認定試験   SD0-401問題集   SD0-401   SD0-401認証試験   SD0-401認定資格

NO.12 What information must be logged for every Incident?
A. A corrected version of the customer description of the Incident.
B. A note aboutthe customer preferred desksidetechnician.
C. Any commitments made to the customer.
D. Your opinion about the customer technical expertise.
Answer: C

SDI練習問題   SD0-401   SD0-401

NO.13 Which statement best describes a good leader?
A. Good leaders demonstrate absolute control over their teams.
B. Good leaders do not need to offer incentives.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C

SDI参考書   SD0-401   SD0-401   SD0-401

NO.14 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.
Answer: A

SDI   SD0-401認定証   SD0-401

NO.15 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.
Answer: B

SDI   SD0-401参考書   SD0-401問題集   SD0-401認定資格   SD0-401

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