Exam Code: SD0401 Vendor: Pegasystems Exam Name: Service Desk Foundation Qualification Cert Name: SDI/
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SDI SD0-401
Exam Name: Service Desk Foundation Qualification
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Question: 1 What is the best reason for using a standard greeting when answering telephone calls? A. Using a standard greeting complies with Service Desk standards. B. Using a standard greeting ensures consistent service. C. Using a standard greeting makes the customer feel humble. D. Using a standard greeting prevents individuals developing their own greetings.
Answer: B Question: 2 What is a best practice for demonstrating personal accountability in your work? A. Blame others for mistakes. B. Never admit that you made a mistake. C. Perform your duties in a manner that meets with company policy. D. Work according to your mood.
Answer: C Question: 3 What is a best practice to follow when documenting an Incident? A. Always take a break before you write anything down. B. Avoid making negative references about the customer in the documentation. C. Make sure that others know how the customer treated you by documenting the interaction. D. Use emoticons to communicate the personality of a customer.
Answer: B Question: 4 What factor is most important in determining the priority of an Incident? A. The caller connection to the Service Desk. B. The caller emotional state. C. The Incident impact on the business. D. The Incident impact on the Service Desk.
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Answer: C Question: 5 What is a benefit of teamwork? A. Better time management. B. Higher employee morale. C. Improved conformity. D. Increased competition.
Answer: B Question: 6 What is a best practice for reducing conflict? A. Agree with the customer. B. Interject your opinion into the conversation. C. Let the customer know that you are in charge. D. Show the customer respect.
Answer: D Question: 7 What information must be logged for every Incident? A. A corrected version of the customer description of the Incident. B. A note about the customer preferred desk side technician. C. Any commitments made to the customer. D. Your opinion about the customer technical expertise.
Answer: C Question: 8 Which statement best describes a good leader? A. Good leaders demonstrate absolute control over their teams. B. Good leaders do not need to offer incentives. Page |3 Page |3
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C. Good leaders encourage initiative. D. Good leaders make all the decisions for their staff.
Answer: C Question: 9 When you have a call that cannot be resolved, what is the last step you will take prior to disengaging from the customer? A. Confirm the details provided by the customer. B. Determine the priority of the Incident. C. Set the customer expectation for the next contact. D. Verify the customer eligibility for service.
Answer: C Question: 10 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: 11 Your help desk/Service Desk wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this? A. A web master magazine. B. Senior management meetings. C. Knowledge Centred Support. D. The marketing department.
Answer: C Question: 12 Page |4 Page |4
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What is the best way of using silent time effectively? A. Build a rapport with your customer. B. Check your e-mail. C. Identify the best time for your break. D. Write an e-mail to a colleague.
Answer: A
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