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Free SDI SD0-401 Questions

1. Page: 1/24
  Total 118 Questions
Question No 1

What is a best practice for demonstrating personal accountability in your work?

Choose the Choices:

Blame others for mistakes.

Never admit that you made a mistake.

Perform your duties in a manner that meets with company policy.

Work according to your mood.

C
Question No 2

What is a best practice to follow when documenting an Incident?

Choose the Choices:

Always take a break before you write anything down.

Avoid making negative references about the customer in the documentation.

Make sure that others know how the customer treated you by documenting the interaction.

Use emoticons to communicate the personality of a customer.

B
Question No 3

What factor is most important in determining the priority of an Incident?

Choose the Choices:

The caller connection to the Service Desk.

The caller emotional state.

The Incident impact on the business.

The Incident impact on the Service Desk.

C
Question No 4

What is a benefit of teamwork?

Choose the Choices:

Better time management.

Higher employee morale.

Improved conformity.

Increased competition.

B
Question No 5

What is a best practice for reducing conflict?

Choose the Choices:

Agree with the customer.

Interject your opinion into the conversation.

Let the customer know that you are in charge.

Show the customer respect.

D
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  Total 118 Questions
  
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Free SDI SD0-401 Questions

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