SDI SD0-401 SDI Practice Questions| TestInsights

Question 1

What is the best reason for maintaining confidentiality in the workplace?

AMaintaining confidentiality in the workplace helps meet Service Desk targets.

BMaintaining confidentiality in the workplace prevent others knowing your skill level.

CMaintaining confidentiality in the workplace protects customers from embarrassment.

DMaintaining confidentiality in the workplace shields your manager from blame.

Correct : C

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AMaintaining confidentiality in the workplace helps meet Service Desk targets.

BMaintaining confidentiality in the workplace prevent others knowing your skill level.

CMaintaining confidentiality in the workplace protects customers from embarrassment.

DMaintaining confidentiality in the workplace shields your manager from blame.

Question 2

Why is it important for you to manage calls?

AManaging calls improves Service Desk credibility.

BManaging calls increases utilisation of the knowledge base.

CManaging calls minimises use of technical terminology.

DManaging calls increases the cost per call.

Correct : A

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AManaging calls improves Service Desk credibility.

BManaging calls increases utilisation of the knowledge base.

CManaging calls minimises use of technical terminology.

DManaging calls increases the cost per call.

Question 3

The most likely result of a longer than expected average speed to answer is:

AFrustrated customers.

BLower abandon rates.

CMore escalations.

DReduced time to resolve Incidents.

Correct : A

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AFrustrated customers.

BLower abandon rates.

CMore escalations.

DReduced time to resolve Incidents.

Question 4

A talkative customer can result in extended call times. What is a best practice for disengaging from a talkative customer?

AAsk the customer to call again later.

BMention that you are very busy.

CSummarise the customer actions.

DUse your open questioning skills.

Correct : C

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AAsk the customer to call again later.

BMention that you are very busy.

CSummarise the customer actions.

DUse your open questioning skills.

Question 5

What is the best reason for reporting all security compromises?

AReporting security compromises aids in apprehending and prosecuting offenders.

BReporting security compromises demonstrates that the security policy is working.

CReporting security compromises facilitates the monitoring of security policies.

DReporting security compromises helps prevent similar breaches in the future.

Correct : D

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AReporting security compromises aids in apprehending and prosecuting offenders.

BReporting security compromises demonstrates that the security policy is working.

CReporting security compromises facilitates the monitoring of security policies.

DReporting security compromises helps prevent similar breaches in the future.

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