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Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 36–40 (page: 9)

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

You are logging a Service Request for a user speaking a foreign language and you are struggling to understand his/her requirements; which option is NOT an option for language assistance?

  1. Language courses
  2. Translation applications
  3. An interpreter
  4. Other Service Desk staff

Answer(s): A



To improve your telephone communications skills, which of these skills should you concentrate on developing?

  1. Your ability to read personality types
  2. Your facial gestures when talking
  3. Your listening capability
  4. Your technical comprehension

Answer(s): C



Which option best describes call differentiating?

  1. Understanding that 75% of customer satisfaction is derived from psychological needs being met and 25% of business needs being met
  2. Understanding that 75% of customer satisfaction is derived from business needs being met and 25% from psychological needs being met
  3. Understanding that 65% of customer satisfaction is derived from speedy resolution and 35% from regular status updates
  4. Understanding that 90% of customer satisfaction is derived from psychological needs being met and 10% from business needs being met

Answer(s): A



Formal communication includes which of these options?

  1. Theusers title and family name plus social discussion
  2. Theusers first name, no titles plus social discussion
  3. Theusers title and no social discussion
  4. The users first name, social discussion and business terminology

Answer(s): C



During a recent training course on effective telephone skills you learnt about effective call management.
Which call management principle must you fulfil to ensure that all the calls you receive are handled in a professional and effective manner?

  1. Focus on ending the call as rapidly as possible
  2. Focus on thecallers accent and attempt to speak to him/her in the same way
  3. Focus on doing what is needed to provide a satisfactory resolution
  4. Focus on using silent time to catch up with your emails

Answer(s): C



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