Passcerty.com » SDI » SDI-Certifications » SD0-101

SD0-101 Exam Questions & Answers

Exam Code: SD0-101

Exam Name: Service Desk Analyst Qualification

Updated: Nov 12, 2024

Q&As: 164

At Passcerty.com, we pride ourselves on the comprehensive nature of our SD0-101 exam dumps, designed meticulously to encompass all key topics and nuances you might encounter during the real examination. Regular updates are a cornerstone of our service, ensuring that our dedicated users always have their hands on the most recent and relevant Q&A dumps. Behind every meticulously curated question and answer lies the hard work of our seasoned team of experts, who bring years of experience and knowledge into crafting these premium materials. And while we are invested in offering top-notch content, we also believe in empowering our community. As a token of our commitment to your success, we're delighted to offer a substantial portion of our resources for free practice. We invite you to make the most of the following content, and wish you every success in your endeavors.


Download Free SDI SD0-101 Demo

Experience Passcerty.com exam material in PDF version.
Simply submit your e-mail address below to get started with our PDF real exam demo of your SDI SD0-101 exam.

Instant download
Latest update demo according to real exam

*Email Address

* Our demo shows only a few questions from your selected exam for evaluating purposes

Free SDI SD0-101 Dumps

Practice These Free Questions and Answers to Pass the SDI-Certifications Exam

Questions 1

How best might you use silent time during a call?

A. By reviewing with the userwhats happened with the call so far

B. By clearly identifying whether this is a Service Desk issue

C. By asking about the users emotional state

D. By describing the detail of the behind-the-scenes support process

Show Answer
Questions 2

Which of these options is the most important thing to remember to ensure that your verbal skills are good?

A. Learn a new word every day and use it in all conversations

B. Use well structured sentences to give better explanations

C. Speak with brevity to give clear explanations

D. Speak in a manner that matches the style of the user

Show Answer
Questions 3

Which option is NOT a type of non-verbal communication?

A. Eye contact

B. Body language

C. Facial expressions

D. Open questions

Show Answer
Questions 4

You are on a call which is degenerating into a tirade of abuse from the caller; how do you react and deal with this?

A. Politely warn the user that they are in the wrong and should calm down

B. Strongly inform the user that you will not stand for abuse in the workplace

C. Strongly warn the user that you will not resolve their issue if they continue to be abusive

D. Politely warn the user that you will hang up or transfer the call if they continue to be abusive

Show Answer
Questions 5

What is the difference between ongoing and periodic customer satisfaction surveys?

A. Ongoing surveys are carried out on every call whilst periodic surveys are run monthly

B. Ongoing surveys are carried out over an extended time whilst periodic surveys are limited to specific events

C. Ongoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or annual basis

D. Ongoing surveys are carried out for general information whilst periodic surveys aim to get more specific Incident-based data

Show Answer

Viewing Page 1 of 3 pages. Download PDF or Software version with 164 questions

123>

Related ExamsRelated Certifications