ITExamDump의 SDI인증 SD0-401덤프를 선택하여SDI인증 SD0-401시험공부를 하는건 제일 현명한 선택입니다. 시험에서 떨어지면 덤프비용 전액을 환불처리해드리고SDI인증 SD0-401시험이 바뀌면 덤프도 업데이트하여 고객님께 최신버전을 발송해드립니다. SDI인증 SD0-401덤프뿐만아니라 IT인증시험에 관한 모든 덤프를 제공해드립니다.
ITExamDump는SDI SD0-401시험을 패스할 수 있는 아주 좋은 사이트입니다. ITExamDump은 아주 알맞게 최고의SDI SD0-401시험문제와 답 내용을 만들어 냅니다. 덤프는 기존의 시험문제와 답과 시험문제분석 등입니다. ITExamDump에서 제공하는SDI SD0-401시험자료의 문제와 답은 실제시험의 문제와 답과 아주 비슷합니다.
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SDI SD0-401인증시험을 어떻게 준비하면 될가 아직도 고민하고 계시죠? 학원에 등록하자니 시간도 없고 돈도 많이 들고 쉽게 엄두가 나지 않는거죠? ITExamDump제품을 구매하신다면 그런 부담을 이제 끝입니다. ITExamDump덤프는 더욱 가까지 여러분들께 다가가기 위하여 그 어느 덤프판매 사이트보다 더욱 저렴한 가격으로 여러분들을 맞이하고 있습니다. SDI SD0-401덤프는ITExamDump제품이 최고랍니다.
시험 번호/코드: SD0-401
시험 이름: SDI (Service Desk Foundation Qualification)
당신이 구입하기 전에 시도
일년동안 무료 업데이트
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Q&A: 118 문항
업데이트: 2014-03-26
많은 사이트에서SDI 인증SD0-401 인증시험대비자료를 제공하고 있습니다. 그중에서 ITExamDump를 선택한 분들은SDI 인증SD0-401시험통과의 지름길에 오른것과 같습니다. ITExamDump는 시험에서 불합격성적표를 받으시면 덤프비용을 환불하는 서
SD0-401 덤프무료샘플다운로드하기: http://www.itexamdump.com/SD0-401.html
NO.1 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
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NO.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
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NO.3 Which is a common physical symptom of stress?
A. You are more susceptible to colds.
B. You rarely take lunch breaks.
C. You work longer hours.
D. Your colleagues all seem busy.
Answer: A
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NO.4 What type of question will best encourage a customer to talk more about their Incident?
A. Closed questions.
B. Open questions.
C. Technical questions.
D. Personal questions.
Answer: B
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NO.5 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
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NO.6 What information must be logged for every Incident?
A. A corrected version of the customer description of the Incident.
B. A note aboutthe customer preferred desksidetechnician.
C. Any commitments made to the customer.
D. Your opinion about the customer technical expertise.
Answer: C
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NO.7 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
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NO.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.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C
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NO.9 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
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NO.10 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
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NO.11 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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NO.12 Which of the following techniques is the best one for reducing and eliminating conflict during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
Answer: B
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NO.13 What is a benefit of teamwork?
A. Better time management.
B. Higher employee morale.
C. Improved conformity.
D. Increased competition.
Answer: B
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NO.14 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.
Answer: C
SDI시험문제 SD0-401기출문제 SD0-401 SD0-401 dump
NO.15 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
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