Free SD0-401 Exam Questions - Easiest Way for Success

Prepare for the SDI SD0-401 exam questions with our authentic preparation materials, including free SD0-401 practice exam questions and answers. TheExamsLab provides all the support you need to succeed in the Service Desk Foundation Qualification SD0-401 exam. This dedication to student success is why we have the most satisfied SD0-401 certification exam candidates worldwide.

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Total 120 Questions | Updated On: Sep 14, 2024

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Question 1

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

A : Abandon before answer.

B : Availability.

C : Average speed to answer.

D : First contact resolution.

Answer: C

Question 2

What is the most important reason for using customer satisfaction surveys?

A : Customer satisfaction surveys allow customers to say what they really think without offending Service Desk staff.

B : Customer satisfaction surveys help to determine if customer service expectations are being met.

C : Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

D : Customer satisfaction surveys provide information that can be used to assess blame for Problems.

Answer: B

Question 3

Which action is most likely to give the customer a positive impression of the Service Desk?

A : Agree with customers, even if they are mistaken.

B : Keep customers informed of the steps being taken to resolve their problem.

C : Provide customers with an Incident reference number.

D : Support products that are contained in the Service Level Agreement.

Answer: B

Question 4

What is the best description of your role in supporting customers?

A : Avoid confrontation at all costs.

B : Deliver consistent, high quality support.

C : Escalate calls as appropriate.

D : Minimise talk time

Answer: B

Question 5

What is a best practice for reducing conflict?

A : Allow the customer to vent their frustration.

B : Ask the customer to repeat what they just said.

C : Direct the customer to the Service Desk web site.

D : Place the customer on hold to allow them to calm down.

Answer: A

Page: 1 / 24

Total 120 Questions | Updated On: Sep 14, 2024

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