SDI SD0-401 Exam Questions - Real Practice Questions for Guaranteed Success

Question 1

How can being empathetic to the customer benefit the Service Desk?

ABeing empathetic allows you to express your feelings.

BBeing empathetic creates a rapport with the customer.

CBeing empathetic increases first contact resolution.

DBeing empathetic permits the customer to vent.

Correct : B

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ABeing empathetic allows you to express your feelings.

BBeing empathetic creates a rapport with the customer.

CBeing empathetic increases first contact resolution.

DBeing empathetic permits the customer to vent.

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Question 2

What is the best description of knowledge management?

AKnowledge management is capturing and reusing an organization information.

BKnowledge management is creating a graph or chart of known problems.

CKnowledge management is a system for storing and reusing information.

DKnowledge management is organising the Service Desk e-mail archives.

Correct : A

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AKnowledge management is capturing and reusing an organization information.

BKnowledge management is creating a graph or chart of known problems.

CKnowledge management is a system for storing and reusing information.

DKnowledge management is organising the Service Desk e-mail archives.

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Question 3

What is the benefit of good teamwork to an organization?

ABetter employees with more skills.

BEnhanced career opportunities across the organization.

CImproved overall quality of service provided.

DIncreased capability for technical support and delivery.

Correct : C

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ABetter employees with more skills.

BEnhanced career opportunities across the organization.

CImproved overall quality of service provided.

DIncreased capability for technical support and delivery.

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Question 4

What is a best practice to follow when writing an e-mail?

AInclude emoticons to be friendly.

BReview the e-mail before you send it.

CUse abbreviations to speed up the writing process.

DWrite long explanations of processes.

Correct : B

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AInclude emoticons to be friendly.

BReview the e-mail before you send it.

CUse abbreviations to speed up the writing process.

DWrite long explanations of processes.

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Question 5

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.

Correct : A

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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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Master SDI SD0-401 Exam with Reliable Practice Questions

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