SDI SDI Certifications SD0-302 Questions & Answers

• Question 61:

  Which is a benefit of telephone support in a Service Desk?

  A. Staff can identify customer's emotions as well as the facts

  B. Staff can drive customers to take specific remedial actions

  C. Customers feel that they can offload their emotions

  D. Customers can be appeased more easily

  Correct Answer: A

• Question 62:

  Which Service Desk service delivery channel identifies when an Incident has occurred and automatically initiates remedial action?

  A. Self-service

  B. Self-healing

  C. Self-help

  D. Remote support

  Correct Answer: B

• Question 63:

  Which of these options is NOT likely to be an issue when integrating CTI with Incident Management systems?

  A. The organisations staff have no time to be trained in the new technology

  B. Callers may typically need to input data to facilitate routing

  C. The organisations telephone switch does not support external software integration

  D. Integration may result in longer connect (ASA) times caused by delays between answering calls and populating the screen

  Correct Answer: A

• Question 64:

  When selecting a CTI system which of these would you choose as a key benefit of CTI in a Service Desk environment?

  A. Analysts will be able to produce full performance data to feed their regular appraisal/review cycle

  B. Analysts will have a flexible and comprehensive call-management tool

  C. Analysts will be able to instantly assess and prioritise every call

  D. Analysts will have quick and dynamic access to user details without asking for them

  Correct Answer: D

• Question 65:

  Which of these options can be achieved using Computer Telephony Integration (CTI)?

  A. Incident popping

  B. Screen management

  C. Call screening

  D. Screen popping

  Correct Answer: D

• Question 66:

  You are about to make a presentation to the Board to agree to the use of Computer Telephony Integration in your Service Desk. Which of the options listed will best explain the purpose of CTI?

  A. It will ensure firm rules are applied to priority allocation for users incidents

  B. It will ensure that agents have all the users details instantly available

  C. It will make the call management process more efficient

  D. It will enable you to keep an eye on what your team is doing

  Correct Answer: C

• Question 67:

  If you had to select a benefit of an ACD from this list, which would you choose?

  A. It will help reduce the number of low priority calls handled

  B. It will help reduce the amount of time spent on each call

  C. It will help with call management techniques such as skills-based routing

  D. It will help to keep the technology up to date within industry best practice

  Correct Answer: C

• Question 68:

  Which option best describes some common issues encountered when implementing an ACD system?

  A. Customer resistance and too much focus on call waiting times

  B. Customer resistance and too much focus on hunt groups

  C. Customer resistance and too much focus on operational statistics

  D. Customer resistance and too much focus on SLAs

  Correct Answer: C

• Question 69:

  Which of these options is an objective of an ACD system?

  A. To record calls with users

  B. To log incidents according to priority

  C. To manage analyst performance and work load

  D. To control calls via an automated attendant

  Correct Answer: C

• Question 70:

  Which type of Telephony System will provide a consistent and manageable telephone response operation?

  A. Phone switch (PBX)

  B. Interactive Voice Response (IVR)

  C. Automated Call Distribution (ACD)

  D. Computer Telephony Integration (CTI)

  Correct Answer: C