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

Free SDI SD0-401 Real Questions (page: 24)

SD0-401 PDF — 118 Questions

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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