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Free SD0-401 Exam Braindumps (page: 2)

Page 2 of 30
PDF with 118 Questions

What is the best reason for using a standard greeting when answering telephone calls?

  1. Using a standard greeting complies with Service Desk standards.
  2. Using a standard greeting ensures consistent service.
  3. Using a standard greeting makes the customer feel humble.
  4. Using a standard greeting prevents individuals developing their own greetings.

Answer(s): B



What is a best practice for demonstrating personal accountability in your work?

  1. Blame others for mistakes.
  2. Never admit that you made a mistake.
  3. Perform your duties in a manner that meets with company policy.
  4. Work according to your mood.

Answer(s): C



What is a best practice to follow when documenting an Incident?

  1. Always take a break before you write anything down.
  2. Avoid making negative references about the customer in the documentation.
  3. Make sure that others know how the customer treated you by documenting the interaction.
  4. Use emoticons to communicate the personality of a customer.

Answer(s): B



What factor is most important in determining the priority of an Incident?

  1. The caller connection to the Service Desk.
  2. The caller emotional state.
  3. The Incident impact on the business.
  4. The Incident impact on the Service Desk.

Answer(s): C






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