SDI SD0-401 Service Desk Foundation Qualification SD0-401 Dumps in PDF

Free SDI SD0-401 Real Questions (page: 10)

What is the best definition of stress?

  1. Stress is a natural reaction that can have a positive or negative effect.
  2. Stress is an emotional condition that should always be avoided.
  3. Stress is what happens towards the end of a difficult shift.
  4. Stress is an attitude that someone gets when overworked.

Answer(s): A



Which metric is used to measure the average amount of time that a customer waits before a call is answered?

  1. Abandon before answer.
  2. Availability.
  3. Average speed to answer.
  4. First contact resolution.

Answer(s): C



Which of the following is a common quality assurance practice in a Service Desk?

  1. Automatic Incident numbering.
  2. Call monitoring.
  3. Employee satisfaction surveys.
  4. Time management audits.

Answer(s): B



A customer calls with a problem you know they could solve using the Service Desk web site. What is

a best practice for encouraging the customer to try self-help?

  1. Ask if they have tried the website and give them the answer.
  2. Respectfully talk them through the self-help process.
  3. Send them an e-mail with a link to the web site.
  4. Tell them that the answer is on the web site and give them the URL.

Answer(s): B



Which best describes your responsibility in supporting customers?

  1. Decide which calls are correctly processed by level 2 support.
  2. Ensure that analysts close all calls.
  3. Screen calls that are received by the Service Desk.
  4. Work to achieve priorities set by customers.

Answer(s): C



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9/4/2023 11:19:00 PM

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22. if you need to make sure that one computer in your hot-spot network can access the internet without hot-spot authentication, which menu allows you to do this? answer is ip binding and not wall garden. wall garden allows specified websites to be accessed with users authentication to the hotspot

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9/23/2023 3:10:00 AM

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