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

Free SDI SD0-401 Real Questions (page: 5)

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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Paul K
11/27/2023 2:28:00 AM

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sephs2001
7/31/2023 10:42:00 PM

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7/11/2023 3:00:00 AM

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12/27/2023 2:45:00 PM

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7/18/2023 5:05:00 AM

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6/11/2023 2:07:00 AM

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12/5/2023 9:49:00 AM

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Jason
9/30/2023 1:07:00 PM

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8/19/2023 5:31:00 PM

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Corey
12/29/2023 5:06:00 PM

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6/13/2023 1:42:00 PM

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Shuv
10/3/2023 8:19:00 AM

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Reb974
8/5/2023 1:44:00 AM

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Mchal
7/20/2023 3:38:00 AM

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