SDI SD0-401 Exam Actual Questions

Name: Service Desk Foundation Qualification
Brand: QA4Exam
SKU: SD0-401
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The questions for SD0-401 were last updated on Sep 19, 2024.

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Question No. 1

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.

Show Answer

Correct Answer: C

Question No. 2

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. 3

What is a best practice for effectively managing your time?

AComplete your favourite jobs first.

BSet your clock a half an hour ahead.

CWork longer hours.

DWrite down all the tasks you need to accomplish.

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Correct Answer: D

Question No. 4

What is one of the differences between open and closed questions?

AClosed questions are used to receive short responses, and open questions to encourage conversation.

BClosed questions seek elaboration, and open questions seek confirmation.

COpen questions are scripted, and closed questions are made up on the spot.

DThere is no difference between open and closed questions.

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Correct Answer: A

Question No. 5

What is the best reason for using paraphrasing?

AUsing paraphrasing gives the customer a chance to tell you if you have understood them.

BUsing paraphrasing increases the customer knowledge of technical terminology.

CUse paraphrasing to repeat the customer words back to them.

DUse paraphrasing to tell the customer what they should have done.

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Correct Answer: A

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