Most Recent SDI SD0-401 Exam Questions & Answers

Prepare for the SDI Service Desk Foundation 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 SD0-401 exam and achieve success.

The questions for SD0-401 were last updated on Nov 15, 2024.

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Question No. 1

What is the primary purpose of an operational level agreement?

AAn OLA addresses topics that are not covered by the SLA.

BAn OLA contains the operational data used for calls.

CAn OLA provides access to vendors for support.

DAn OLA supports the SLA and is between two internal support teams.

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Correct Answer: D

Question No. 2

What is a best practice when helping a customer whose native language is different to yours?

AAvoid asking the customer for clarification.

BAvoid using remote control.

CTake regular breaks during the call.

DPause to allow time for understanding

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Correct Answer: D

Question No. 3

What is the most important reason for using customer satisfaction surveys?

ACustomer satisfaction surveys are a useful source for marketing statistics.

BCustomer satisfaction surveys are required by the service level agreement.

CCustomer satisfaction surveys identify whether customer expectations are being met.

DCustomer satisfaction surveys provide management with data required to create a schedule for the Service Desk.

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Correct Answer: C

Question No. 4

Which is one of the elements of call differentiating?

AThe customer is always right and should always get their own way.

BThe customer technical needs must be addressed first and foremost to ensure satisfaction.

CUnresolved psychological issues have a negative effect on problem solving.

DYour customer may be king, but you are the technical wizard.

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Correct Answer: C

Question No. 5

What is a best practice when closing an Incident?

AChat with the customer to build a rapport.

BOffer to mail the customer a user manual.

CSend the customer written confirmation of the Incident closure.

DTell the customer to call again to ask additional questions.

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Correct Answer: C

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