SD0-101 Exam Questions & Answers

Exam Code: SD0-101

Exam Name: Service Desk Analyst Qualification

Updated: Mar 20, 2024

Q&As: 164

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Practice These Free Questions and Answers to Pass the SDI-Certifications Exam

Questions 1

Which option best describes one of the roles of an SDA?

A. Managingusers expectations

B. Delivering problem support

C. Negotiating SLAs with customers

D. Achieving reporting targets

Show Answer
Questions 2

Which option best describes the benefits of professionally managing a call?

A. Itoptimises talk time and reduces the volume of calls handled

B. It increases the problem resolution rate and the level of customer satisfaction

C. It increases the average call duration and establishes credibility for the Service Desk

D. It increases the confidence of the SDA and the level of customer satisfaction

Show Answer
Questions 3

Which option is NOT a type of non-verbal communication?

A. Eye contact

B. Body language

C. Facial expressions

D. Open questions

Show Answer
Questions 4

Which of the options best describes primary components of a desktop or laptop system

A. A processor (CPU), memory, a modem and a hard drive

B. An external hard drive, a keyboard and a mouse

C. An operating system, application software and memory

D. A keyboard, memory and email software

Show Answer
Questions 5

Which of these options is a wireless device commonly supported by the Service Desk?

A. PDAs

B. IPODs

C. CPUs

D. ACDs

Show Answer

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