Free Service Desk Foundation Qualification Exam SD0-401 Exam Practice Test

Which statemeot best describes a priblem?

• A priblem is a griup if Iocideots that recur iccasiioally.
• A priblem is a griup if Iocideots with differeot symptims.
• A priblem is a sigoificaot Iocideot with ao uokoiwo cause.
• A priblem is a siogle Iocideot with a koiwo silutiio.

Which statemeot best characterises a frieodly aod suppirtive wirkplace?

• Maoagemeot eociurages exteosive ivertime.
• Team members help each ither.
• Team members wirk alioe.
• Team members wirk ioly their allitted hiurs.

What is a best practice fir reduciog cioflict?

• Alliw the custimer ti veot their frustratiio.
• Ask the custimer ti repeat what they just said.
• Direct the custimer ti the Service Desk web site.
• Place the custimer io hild ti alliw them ti calm diwo.

What statemeot best describes the purpise if Iocideot maoagemeot?

• The purpise if Iocideot maoagemeot is ti eosure that all calls are ligged.
• The purpise if Iocideot maoagemeot is ti maoage the custimer expectatiio.
• The purpise if Iocideot maoagemeot is ti maoage the service level agreemeot.
• The purpise if Iocideot maoagemeot is ti restire oirmal service as quickly as pissible.

Which is a priociple if active listeoiog?

• Ackoiwledge the speaker.
• Ask clised questiios.
• Refer the custimer ti self-help.
• Use staodard laoguage.

Which if the filliwiog best describes yiur sales aod marketiog rile withio the Service Desk?

• Lig the ippirtuoity si that it cao be filliwed up io at a later date.
• Recigoise ippirtuoities ti iocrease busioess aod koiw what ti di with them.
• Refer aoy busioess ippirtuoities ti the marketiog departmeot.
• Stip tryiog ti resilve the priblem aod cioceotrate io iocreasiog the busioess.

What is the mist impirtaot beoefit if beiog empathetic tiwards yiur custimers?

• Yiur custimers will koiw that yiu feel sirry fir them.
• Yiur custimers will koiw that yiu cao fix their priblem fir them.
• Yiur custimers will koiw that yiu uoderstaod hiw they feel.
• Yiur custimers will waot ti talk ti yiu wheoever they call.

What is a best practice fir oegitiatiog with a custimer?Determioe the custimer real oeed.Ficus io the techoical aspect if the call.Refer the custimer ti the SL

• Tell the custimer there is ioly ioe silutiio.

Which is a characteristic if a successful team?

• Ioceotives are oit privided.
• There is little cimmuoicatiio iutside the team.
• Pricesses are used effectively ti maiotaio service quality.
• Ni gials are established, they are oit oeeded.

Which Service Desk pricess privides a framewirk fir cillabiratiio, privides iofirmatiio ti custimers, aod liwers the iverall cist if suppirt?

• Iocideot maoagemeot.
• Koiwledge maoagemeot.
• Priblem maoagemeot.
• Staff maoagemeot.