Palo Alto Networks

Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 6–10 (page: 3)

Updated On: 9-Feb-2026

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QUESTION: 6

Which option is a benefit of using Knowledge Management in a Service Desk?

This ensures that all staff will log Incidents uniformly
It removes the need for training of Service Desk staff
It reduces the Incident talk time for users
It reduces the overall cost of support

Answer(s): D

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QUESTION: 7

In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution performance; what else might this data be used for?

To measure the effectiveness of the escalation procedure
To indicate levels of customer satisfaction
To measure how long users wait to speak to an SDA
To evaluate and adjust staffing levels

Answer(s): B

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QUESTION: 8

Which option best describes one of the roles of an SDA?

Managingusers expectations
Delivering problem support
Negotiating SLAs with customers
Achieving reporting targets

Answer(s): A

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QUESTION: 9

Consider your responsibilities as an SDA: which of these options best describes one of yourprincipal responsibilities?

To provide easily understood and accurate answers to users questions
To provide technically detailed answers tousers questions
To provide users with information about the workings of the Service Desk
To provide recommendations about technical courses to users

Answer(s): A

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QUESTION: 10

A primary responsibility of the Service Desk is to

Manage Major Incidents
Act as the resolver for all users Incidents and Service Requests
Resolve Problems
Acknowledge and record all Incidents and Service Requests

Answer(s): D

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