Free Practice Questions for SDI SD0-401 Exam

Question 1

What is the best reason for reporting all security compromises?

AReporting security compromises aids in apprehending and prosecuting offenders.

BReporting security compromises demonstrates that the security policy is working.

CReporting security compromises facilitates the monitoring of security policies.

DReporting security compromises helps prevent similar breaches in the future.

Correct Answer: D. Reporting security compromises helps prevent similar breaches in the future.

Question 2

Which statement best describes first contact resolution measurements?

AFirst contact resolution is the average time required by first level support to resolve a problem.

BFirst contact resolution is the average time required to resolve a problem upon initial contact.

CFirst contact resolution is the percentage of Incidents resolved by first level support.

DFirst contact resolution is the percentage of Incidents resolved upon initial contact.

Correct Answer: D. First contact resolution is the percentage of Incidents resolved upon initial contact.

Question 3

What is the best reason for keeping the customer informed about what is happening with an escalated Incident?

AEscalation can only be achieved with a supervisor approval.

BEscalation can occur functionally to a technical specialist.

CEscalation only occurs when an Incident is sent up to a higher authority.

DEscalation should occur whenever you do not know the answer to a question.

Correct Answer: B. Escalation can occur functionally to a technical specialist.

Question 4

Which is one of the elements of call differentiating?

AThe customer is always right and should always get their own way.

BThe customer technical needs must be addressed first and foremost to ensure satisfaction.

CUnresolved psychological issues have a negative effect on problem solving.

DYour customer may be king, but you are the technical wizard.

Correct Answer: C. Unresolved psychological issues have a negative effect on problem solving.

Question 5

A talkative customer can result in extended call times. What is a best practice for disengaging from a talkative customer?

AAsk the customer to call again later.

BMention that you are very busy.

CSummarise the customer actions.

DUse your open questioning skills.

Correct Answer: C. Summarise the customer actions.

Question 6

Which of the following is a common quality assurance practice in a Service Desk?

AAutomatic Incident numbering.

BCall monitoring.

CEmployee satisfaction surveys.

DTime management audits.

Correct Answer: B. Call monitoring.

Question 7

What is a best practice to use when assisting an emotional caller?

AAllow the customer to cry until they get it out of their system.

BAsk the customer to pull themselves together.

CLet the customer know you understand how they feel.

DTell the customer a story about a similar bad experience.

Correct Answer: C. Let the customer know you understand how they feel.

Question 8

Which is a characteristic of a successful team?

AIncentives are not provided.

BThere is little communication outside the team.

CProcesses are used effectively to maintain service quality.

DNo goals are established, they are not needed.

Correct Answer: C. Processes are used effectively to maintain service quality.

Question 9

What is a best practice when helping a customer whose native language is different to yours?

AAvoid asking the customer for clarification.

BAvoid using remote control.

CTake regular breaks during the call.

DPause to allow time for understanding

Correct Answer: D. Pause to allow time for understanding

Question 10

What information must be logged for every Incident?

AA corrected version of the customer description of the Incident.

BA note about the customer preferred desk side technician.

CAny commitments made to the customer.

DYour opinion about the customer technical expertise.

Correct Answer: C. Any commitments made to the customer.