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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 51–55 (page: 12)

Updated On: 9-Feb-2026
Page 12 of 34
PDF with 165 Questions

What should always be avoided in professional written communication?

  1. Charts and graphs
  2. Being open and honest with the customer
  3. Technical terms and detail
  4. Slang and colloquial language

Answer(s): D



What is the most important thing to remember when writing an email?

  1. Use emoticons toindividualise your emails
  2. Use abbreviations to ensure a speedy response
  3. Review your email if you have time
  4. Use a clear, concise style of writing

Answer(s): D



Which of these options is NOT considered to be proper Short Message Service (SMS) and Instant Messaging (IM) etiquette?

  1. Avoiding the use of abbreviations and emoticons
  2. Avoiding the use of punctuation and single word phrases
  3. Writing clear and concise messages
  4. Taking time to review your message before sending

Answer(s): B



Which option best describes the difference between open and closed questioning?

  1. Open questions may elicit any answer, whilst closed questions can only have one answer
  2. Open questions aim to draw out more information, whilst closed questions elicit simple factual responses
  3. Open questions are objective and closed questions are subjective
  4. Open questionsdont provide clear answers whilst closed questions are factual

Answer(s): B



Which option is the best example of an open question?

  1. Where is the key?
  2. Please tell me about the situation?
  3. Please tell me the serial number?
  4. Which floor is your office on?

Answer(s): B



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