Most Recent SDI SD0-101 Exam Questions & Answers

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 Nov 15, 2024.

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Question No. 1

Active listening is a good practice because

AIt helps you to deliver on your SLA targets

BIt will improve the accuracy of your call logging

CIt can positively increase your average call duration time

DIt shows that you are deferring to the caller

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Correct Answer: B

Question No. 2

What is a clear sign that there is a conflict or potentially difficult situation emerging during a

call?

AThe caller says that they need to hang up to go to a meeting

BThe caller indicates that their issue must be resolved quickly

CThe caller indicates that they dont understand Service Desk processes

DThe caller starts speaking more slowly and quietly

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Correct Answer: D

Question No. 3

Which emotional response from a user would be considered unacceptable and would require

escalation?

AAggression

BImpatience

CCynicism

DDefensiveness

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Correct Answer: A

Question No. 4

What is the best type of questioning to use to disengage a caller whilst ensuring

a professional approach to call management?

AReflective questions

BRapid questions

COpen questions

DClosed questions

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Correct Answer: D

Question No. 5

What is a key advantage for both you and a user when you resolve his/her Incident using remote

support?

AThe user doesnt need to get involved in the resolution

BThe users lack of technical skill is less obvious

CThe SDA can showcase his/her technical abilities

DThe SDA can provide real-time training to the user

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Correct Answer: D

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