SDI SDI-Certifications SD0-101 Questions & Answers

• Question 1:

  Which would be a common use of self-healing technology?

  A. Automated dial-up

  B. Anti-virus software

  C. Password locking

  D. Autonomous agent

  Correct Answer: B

• Question 2:

  Which of these options is a recognised advantage of self-healing technology?

  A. It passes the cost of support to the users

  B. It reduces the requirement for SLAs

  C. It enables users to fix more Incidents themselves

  D. It decreases the cost of support

  Correct Answer: D

• Question 3:

  Which of these options best describes examples of self-service technology?

  A. FAQs, external knowledge packs, and IVR-based systems

  B. Training courses, procedures and an on-line Service Knowledge Management System

  C. Web-based self-help systems, Incident data and FAQs

  D. Forms, procedures, help systems and on-line tutorials

  Correct Answer: D

• Question 4:

  Which of these options is a benefit of self-service technology?

  A. Users can log their issues at any time

  B. Reduces Problem resolution time

  C. Removes the need for human support

  D. Reduces the number of Incidents and Service Requests

  Correct Answer: A

• Question 5:

  Which option is a benefit of using self-help?

  A. It allows users to resolve some incidents at any time

  B. It gives users the opportunity to become technical experts

  C. It avoids the inconvenience of telephone handling

  D. Itgive users the ability to self-diagnose their incidents in future

  Correct Answer: A

• Question 6:

  Your organisation is actively promoting the use of self-service technology. What is a disadvantage of this support option?

  A. Users and SDAs feel that the service now offered has become impersonal

  B. SDAs and users feel that the service now offered is haphazard

  C. The delivery of service now offered uses state-of-the-art technology

  D. The service now offered is too simplistic

  Correct Answer: A

• Question 7:

  Where would you expect to see a screen pop? As a feature of

  A. The company screensaver

  B. An Instant Messaging conversation

  C. Computer Telephony Integration (CTI)

  D. The weekly marketing email

  Correct Answer: C

• Question 8:

  Which option is the most common issue when integrating CTI with Incident Management?

  A. Poor project management resulting in higher costs

  B. The screen pop functionality does not behave as expected

  C. Lengthy implementation timescales due to inadequate project resources

  D. Lack of availability of accurate user data

  Correct Answer: D

• Question 9:

  The main purposes of PBX and ACD systems are to

  A. Provide basic telephony functions to the Service Desk and identify users to the SDA

  B. Provide basic telephony functions to the Service Desk and screen pop-ups

  C. Provide basic telephony functions to the Service Desk and to route calls to Service Desk staff based on predefined processes

  D. Provide basic telephony functions to the Service Desk and to route calls to Service Desk staff based on SDA preferences

  Correct Answer: C

• Question 10:

  Which of these options is NOT a feature in standard PBX functionality?

  A. Voicemail

  B. Agent tracking

  C. CTI

  D. Conference calling

  Correct Answer: C