SDI SD0-101 Exam Actual Questions

Name: Service Desk Analyst Qualification
Brand: QA4Exam
SKU: SD0-101
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The questions for SD0-101 were last updated on Sep 18, 2024.

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Question No. 1

Which option is a benefit of using self-help?

AIt allows users to resolve some incidents at any time

BIt gives users the opportunity to become technical experts

CIt avoids the inconvenience of telephone handling

DIt give users the ability to self-diagnose their incidents in future

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Correct Answer: A

Question No. 2

Your organisation is actively promoting the use of self-service technology. What is a

disadvantage of this support option?

AUsers and SDAs feel that the service now offered has become impersonal

BSDAs and users feel that the service now offered is haphazard

CThe delivery of service now offered uses state-of-the-art technology

DThe service now offered is too simplistic

Show Answer

Correct Answer: A

Question No. 3

Which of these options best describes examples of self-service technology?

AFAQs, external knowledge packs, and IVR-based systems

BTraining courses, procedures and an on-line Service Knowledge Management System

CWeb-based self-help systems, Incident data and FAQs

DForms, procedures, help systems and on-line tutorials

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Correct Answer: D

Question No. 4

Which of these options is a benefit of self-service technology?

AUsers can log their issues at any time

BReduces Problem resolution time

CRemoves the need for human support

DReduces the number of Incidents and Service Requests

Show Answer

Correct Answer: A

Question No. 5

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

AAutomated dial-up

BAnti-virus software

CPassword locking

DAutonomous agent

Show Answer

Correct Answer: B

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