SDI SDI Certifications SD0-101 Questions & Answers

• Question 101:

  A difficult call is taking some time and the user is angry and frustrated. How can you best keep theuser focussed on the resolution?

  A. Use questions to control the conversation

  B. Use formal communication

  C. Use informal communication

  D. Keep to the technical detail of the call

  Correct Answer: A

• Question 102:

  You are speaking on the phone to a user who is clearly angry. What is the best technique youshould use in this situation?

  A. Offer assistance and prevent them from venting

  B. Be respectful and allow them to vent

  C. Display empathy and assure them that it was not your fault

  D. Use his/her name and agree with everything they say

  Correct Answer: B

• Question 103:

  What is a clear sign that there is a conflict or potentially difficult situation emerging during a call?

  A. The caller says that they need to hang up to go to a meeting

  B. The caller indicates that their issue must be resolved quickly

  C. The caller indicates that theydont understand Service Desk processes

  D. The caller starts speaking more slowly and quietly

  Correct Answer: D

• Question 104:

  You have an irate user on the phone who wishes to escalate his/her Incident to your Manager but s/he is currently unavailable; which of these techniques would help resolve thesituation?

  A. Generally using an informal approach

  B. Maintaining a consistent and professional approach

  C. Suggesting that they call back when your manager is available

  D. Using language that matches their emotions

  Correct Answer: B

• Question 105:

  What is the initial step in the problem solving process?

  A. Identify possible causes of the problem

  B. Search the Service Knowledge Management System (SKMS)?

  C. Identify the problem

  D. Document the problem

  Correct Answer: C

• Question 106:

  What are the benefits of conveying empathy to users?

  A. It makes the user think that you know how they feel and creates a rapport

  B. It makes the user think that you understand how they feel and that you have thetechnical skill to resolve their issue

  C. It makes the user feel sorry for you and creates a rapport

  D. It creates a rapport and helps the users understand how busy you are

  Correct Answer: A

• Question 107:

  Which emotional response from a user would be considered unacceptable and would require escalation?

  A. Aggression

  B. Impatience

  C. Cynicism

  D. Defensiveness

  Correct Answer: A

• Question 108:

  You are speaking to a user who is clearly a little worried about the Incident they have just experienced. What is the best method you should use to acknowledge their emotions?

  A. Tell them not to worry, theycant help it if they dont understand the technology

  B. Reassure them and let them know that they are not the only person who has had this type of Incident

  C. Send them an email listing the various basic technical courses they could attend to improve their skills

  D. Pause for a moment and ask them to repeat what they just told you

  Correct Answer: B

• Question 109:

  Which option is the best example of an open question?

  A. Where is the key?

  B. Please tell me about the situation?

  C. Please tell me the serial number?

  D. Which floor is your office on?

  Correct Answer: B

• Question 110:

  Which option defines a skill required for effective problem solving?

  A. Understanding the customer as a human being

  B. Knowing when to take responsibility

  C. Acting on intuition or impulse

  D. Identifying known errors for the Service Knowledge Management System

  Correct Answer: B