SDI SD0-101 SDI Practice Questions| TestInsights

Question 1

Which of these options is a primary objective of customer satisfaction surveys?

ATo benchmark and trend customer satisfaction

BTo make users feel important

CTo assist in developing new products and services based upon technical requirements

DTo improve management processes and reporting

Correct : A

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ATo benchmark and trend customer satisfaction

BTo make users feel important

CTo assist in developing new products and services based upon technical requirements

DTo improve management processes and reporting

Question 2

What is the difference between ongoing and periodic customer satisfaction surveys?

AOngoing surveys are carried out on every call whilst periodic surveys are run monthly

BOngoing surveys are carried out over an extended time whilst periodic surveys are limited to
specific events

COngoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or
annual basis

DOngoing surveys are carried out for general information whilst periodic surveys aim to get
more specific Incident-based data

Correct : C

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AOngoing surveys are carried out on every call whilst periodic surveys are run monthly

BOngoing surveys are carried out over an extended time whilst periodic surveys are limited to
specific events

COngoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or
annual basis

DOngoing surveys are carried out for general information whilst periodic surveys aim to get
more specific Incident-based data

Question 3

Which statement best describes methods by which customer satisfaction surveys are distributed?

ABy informal chats, during appraisals and at the annual company meeting

BAt management meetings, teambuilding events and team meetings

CBy email, by telephone and at face-to-face interviews

DAt department meetings, by anonymous mail-drops and by courier

Correct : C

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ABy informal chats, during appraisals and at the annual company meeting

BAt management meetings, teambuilding events and team meetings

CBy email, by telephone and at face-to-face interviews

DAt department meetings, by anonymous mail-drops and by courier

Question 4

What is the impact of a high abandon rate in a Service Desk?

ALow levels of training of Service Desk staff

BLow Incident resolution rates

CLow levels of customer satisfaction

DLow levels of technical capability on the Service Desk

Correct : C

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ALow levels of training of Service Desk staff

BLow Incident resolution rates

CLow levels of customer satisfaction

DLow levels of technical capability on the Service Desk

Question 5

Which would be a common use of self-healing technology?

AAutomated dial-up

BAnti-virus software

CPassword locking

DAutonomous agent

Correct : B

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AAutomated dial-up

BAnti-virus software

CPassword locking

DAutonomous agent

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