Most Recent SDI SD0-101 Exam Dumps

Prepare for the SDI Service Desk Analyst Qualification exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the SDI SD0-101 exam and achieve success.

The questions for SD0-101 were last updated on Feb 18, 2025.

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Question No. 1

Where would you expect to see a screen pop? As a feature of

AThe company screensaver

BAn Instant Messaging conversation

CComputer Telephony Integration (CTI)

DThe weekly marketing email

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Correct Answer: C

Question No. 2

Your organisation is a global one and you support users in different parts of the world. Which

statement best describes how you should interact with these users?

AYou should reinforce your values and approaches when dealing with other cultures

BYou should understand the perspective of others and recognise your reactions to
different cultures

CYou should provide regular examples that demonstrate how different your cultures are

DYou should reassign any calls you receive from other regions to other team members

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Correct Answer: B

Question No. 3

Where would you find clear definitions of boundaries and procedures for dealing with

inappropriate behaviour?

ACompany policy documents

BIncident Management documents

CService Desk procedure documents

DService Level Agreement documents

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Correct Answer: A

Question No. 4

What is the primary purpose for having an effective Incident Management process in place?

AIt ensures that all calls will be handled in order of receipt

BIt ensures that all calls from VIPs are given priority treatment

CIt measures the impact of availability and service quality

DIt ensures that service is restored as quickly as possible

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Correct Answer: D

Question No. 5

A call comes into the Service Desk and it is not for an IT issue. What should you do?

ARoute the call to someone who can help them

BLog an Incident

CExplain it is not an IT issue and that they need to speak to someone else

DTry to resolve their issue

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Correct Answer: A

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