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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 56–60 (page: 13)

Updated On: 9-Feb-2026
Page 13 of 34
PDF with 165 Questions

Which option defines a skill required for effective problem solving?

  1. Understanding the customer as a human being
  2. Knowing when to take responsibility
  3. Acting on intuition or impulse
  4. Identifying known errors for the Service Knowledge Management System

Answer(s): B



What is the initial step in the problem solving process?

  1. Identify possible causes of the problem
  2. Search the Service Knowledge Management System (SKMS)?
  3. Identify the problem
  4. Document the problem

Answer(s): C



What are the benefits of conveying empathy to users?

  1. It makes the user think that you know how they feel and creates a rapport
  2. It makes the user think that you understand how they feel and that you have thetechnical skill to resolve their issue
  3. It makes the user feel sorry for you and creates a rapport
  4. It creates a rapport and helps the users understand how busy you are

Answer(s): A



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

  1. Aggression
  2. Impatience
  3. Cynicism
  4. Defensiveness

Answer(s): A



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?

  1. Tell them not to worry, theycant help it if they dont understand the technology
  2. Reassure them and let them know that they are not the only person who has had this type of Incident
  3. Send them an email listing the various basic technical courses they could attend to improve their skills
  4. Pause for a moment and ask them to repeat what they just told you

Answer(s): B



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