SD0-101 Questions and Answers

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Service Desk Analyst Qualification: SD0-101

Rating: 4.8

Vendor: SDI

Certifications: SDI-Certifications

Exam Name: Service Desk Analyst Qualification

Exam Code: SD0-101

Total Questions: 164 Q&As

Last Updated: Aug 07, 2022

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SD0-101 Online Practice Questions and Answers

Questions 1

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

Show Answer
Questions 2

How best might you use silent time during a call?

A. By reviewing with the userwhats happened with the call so far

B. By clearly identifying whether this is a Service Desk issue

C. By asking about the users emotional state

D. By describing the detail of the behind-the-scenes support process

Show Answer
Questions 3

You have been on a call with a user for five minutes and you sense they are getting frustrated; what is the most likely reason for this?

A. You are attempting to resolve their issue using remote support

B. You are interrogating the Service Knowledge Management System for a known solution

C. The Incident was originally logged by a colleague and you are following the call script to ensure no information had been missed

D. You have put them on hold briefly whilst you consult a colleague

Show Answer More Questions

Success Stories


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  • Jul 26, 2022
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  • Jul 15, 2022
  • Rating: 4.6 / 5.0

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  • Rating: 4.3 / 5.0

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  • Dec 31, 1969
  • Rating: 4.3 / 5.0

Still valid!! 97%

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