Printable PDFSDI SD0-101 dumps - 100% Pass Guarantee!
Vendor: SDI
Certifications: SDI-Certifications
Exam Name: Service Desk Analyst Qualification
Exam Code: SD0-101
Total Questions: 164 Q&As
Last Updated: Mar 19, 2025
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SD0-101 Q&A's Detail
| Exam Code: | SD0-101 |
| Total Questions: | 164 |
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SD0-101 Online Practice Questions and Answers
Your organisation is a global one and you support users in different parts of the world. Which statement best describes how you should interact with these users?
A. You should reinforce your values and approaches when dealing with other cultures
B. You should understand the perspective of others andrecognise your reactions to differentcultures
C. You should provide regular examples that demonstrate how different your cultures are
D. You should reassign any calls you receive from other regions to other team members
Formal communication includes which of these options?
A. Theusers title and family name plus social discussion
B. Theusers first name, no titles plus social discussion
C. Theusers title and no social discussion
D. The users first name, social discussion and business terminology
What is the initial step in the problem solving process?
A. Identify possible causes of the problem
B. Search the Service Knowledge Management System (SKMS)?
C. Identify the problem
D. Document the problem
Which of these options will demonstrate your confidence in your ability to handle a support call?
A. Explaining that you are new to the role
B. Promptly escalating challenging calls to 2nd line
C. Speaking in a positive tone and style
D. Developing good relationships with second-line support
Your have recently been allowed to use Instant Messaging as another form of support for your user-base. What is the key disadvantage of this method of support?
A. It can become too informal
B. It does not track activity
C. It requires a spellchecker
D. It automatically creates emoticons
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