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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SDI SD0-101 Last Month Results

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Same Questions from the Latest Real Exam

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

zera

  • Sweden
  • Aug 02, 2022
  • Rating: 4.1 / 5.0

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Obed

  • Egypt
  • Aug 02, 2022
  • Rating: 4.2 / 5.0

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  • Morocco
  • Jul 28, 2022
  • Rating: 4.2 / 5.0

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Tax

  • Philippines
  • Jul 26, 2022
  • Rating: 4.8 / 5.0

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  • United States
  • Jul 19, 2022
  • Rating: 4.6 / 5.0

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Rada

  • South Korea
  • Jul 18, 2022
  • Rating: 5.0 / 5.0

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  • United Kingdom
  • Jul 17, 2022
  • Rating: 4.9 / 5.0

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

Just Passed with 9xx, piece of advice. memorize the dumps inside out but still be careful, some questions are tweaked as in options differ and your answers will be different. read the question before answering!!!!


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  • United States
  • Dec 31, 1969
  • Rating: 4.3 / 5.0

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Talon

  • United States
  • Dec 31, 1969
  • Rating: 4.3 / 5.0

Still valid!! 97%


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