SDI 자격증 SD0-401 시험덤프

지금 같은 세대에 많은 분들이 IT업계에 관심을 가지고 있습니다. 이렇게 인재가 많은 사회에서 IT관련인사들은 아직도 적은 편입니다. 면접 시에도 IT인증 자격증유무를 많이들 봅니다. 때문에 IT자격증이 많은 인기를 누리고 있습니다.이런 살아가기 힘든 사회에서 이런 자격증들 또한 취득하기가 넘 어렵습니다.SDI SD0-401인증시험 또한 아주 어려운 시험입니다. 많은 분들이 응시하지만 통과하는 분들은 아주 적습니다.

SDI SD0-401인증시험에 응시하고 싶으시다면 좋은 학습자료와 학습 가이드가 필요합니다.SDI SD0-401시험은 it업계에서도 아주 중요한 인증입니다. 시험패스를 원하신다면 충분한 시험준비는 필수입니다.

SDI인증 SD0-401시험은 IT인증자격증중 가장 인기있는 자격증을 취득하는 필수시험 과목입니다. SDI인증 SD0-401시험을 패스해야만 자격증 취득이 가능합니다. ITExamDump의SDI인증 SD0-401는 최신 시험문제 커버율이 높아 시험패스가 아주 간단합니다. SDI인증 SD0-401덤프만 공부하시면 아무런 우려없이 시험 보셔도 됩니다. 시험합격하면 좋은 소식 전해주세요.

시험 번호/코드: SD0-401
시험 이름: SDI (Service Desk Foundation Qualification)
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Q&A: 118 문항
업데이트: 2013-09-24

SDI SD0-401인증시험은 현재IT업계에서 아주 인기 있는 시험입니다.많은 IT인사들이 관연 자격증을 취득하려고 노력하고 있습니다.SDI SD0-401인증시험에 대한 열기는 식지 않습니다.SDI SD0-401자격증은 여러분의 사회생활에 많은 도움이 될 것이며 연봉상승 등 생활보장에 업그레이드 될 것입니다.

ITExamDump의 SDI 인증 SD0-401시험덤프공부자료는 pdf버전과 소프트웨어버전 두가지 버전으로 제공되는데 SDI 인증 SD0-401실제시험예상문제가 포함되어있습니다.덤프의 예상문제는 SDI 인증 SD0-401실제시험의 대부분 문제를 적중하여 높은 통과율과 점유율을 자랑하고 있습니다. ITExamDump의 SDI 인증 SD0-401덤프를 선택하시면 IT자격증 취득에 더할것 없는 힘이 될것입니다.

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NO.1 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

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NO.2 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.3 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.4 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.5 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.6 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.7 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.8 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.9 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.10 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.11 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.12 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.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 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.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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