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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 41–45 (page: 10)

Updated On: 9-Feb-2026
Page 10 of 34
PDF with 165 Questions

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

  1. Itoptimises talk time and reduces the volume of calls handled
  2. It increases the problem resolution rate and the level of customer satisfaction
  3. It increases the average call duration and establishes credibility for the Service Desk
  4. It increases the confidence of the SDA and the level of customer satisfaction

Answer(s): D



How best might you use silent time during a call?

  1. By reviewing with the userwhats happened with the call so far
  2. By clearly identifying whether this is a Service Desk issue
  3. By asking about the users emotional state
  4. By describing the detail of the behind-the-scenes support process

Answer(s): A



Which of these options is the most important thing to remember to ensure that your verbal skills are good?

  1. Learn a new word every day and use it in all conversations
  2. Use well structured sentences to give better explanations
  3. Speak with brevity to give clear explanations
  4. Speak in a manner that matches the style of the user

Answer(s): D



Matching the users communication style is important because

  1. It increases comprehension, understanding and customer satisfaction levels
  2. It increases comprehension, understanding and reduces call volumes
  3. It increases comprehension, understanding and reduces call duration
  4. It increases comprehension, understanding and first contact resolution

Answer(s): A



What can you do to build rapport and match a users communication approach?

  1. Try using formal levels of communication
  2. Avoid emotional and overly-expressive vocabulary
  3. Use similar technical terms to the user
  4. Avoid using technical language completely

Answer(s): C



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