SD0-101 Online Practice Questions and Answers

What is the best reason for an SDA to follow documented processes and procedures?

A. It ensures that all customers perform consistently

B. It ensures that the SDA performs consistently

C. It ensures that customers consistently provide positive feedback

D. It ensures that the manager is protected from irate users

Which option best describes call differentiating?

A. Understanding that 75% of customer satisfaction is derived from psychological needs being met and 25% of business needs being met

B. Understanding that 75% of customer satisfaction is derived from business needs being met and 25% from psychological needs being met

C. Understanding that 65% of customer satisfaction is derived from speedy resolution and 35% from regular status updates

D. Understanding that 90% of customer satisfaction is derived from psychological needs being met and 10% from business needs being met

What can you do to build rapport and match a users communication approach?

A. Try using formal levels of communication

B. Avoid emotional and overly-expressive vocabulary

C. Use similar technical terms to the user

D. Avoid using technical language completely

Active listening is a good practice because

A. It helps you to deliver on your SLA targets

B. It will improve the accuracy of your call logging

C. It can positively increase your average call duration time

D. It shows that you are deferring to the caller

Which of these options is the best definition of paraphrasing?

A. To repeat in your own words what the user has said

B. To repeat word for word what the manual says

C. To repeat word for word what the user has said

D. To repeat in the same tone what the user has said

You are speaking on the phone to a user who is clearly angry. What is the best technique youshould use in this situation?

A. Offer assistance and prevent them from venting

B. Be respectful and allow them to vent

C. Display empathy and assure them that it was not your fault

D. Use his/her name and agree with everything they say

Your Service Desk has a Standard Operating Procedure for telephone call handling. Which of these options would NOT be included in that procedure?

A. Using apersonalised greeting

B. Asking the right questions to elicit information

C. Listening to what the caller is telling you

D. Showing empathy for the user if appropriate

An Incident assigned to you requires a number of diagnostic procedures to be carried out over an extended period of time; when should you provide the user with a status update?

A. When any new information becomes available

B. Every hour, regardless of status

C. At appropriate intervals as agreed with the user

D. As soon as a final diagnosis has been made

Which of these statements about Problem Management is INCORRECT?

A. The Service Desk is not responsible for Problem Management but may be required to work with technical teams to diagnose Problems

B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews

C. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents

D. The Service Desk is not responsible for Problem Management but uses known errors to aid fast resolution

Which option best describes a key component of an effective IT Service Continuity Management plan?

A. How to manage multiple points of concern

B. InformationTechnologys decisions concerning which users are most important

C. Single point of failure identification and elimination

D. Identification of possible venues for the Service Desk