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SDI-Service Desk Foundation Qualification
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What is one of the differences between open and closed questions?
Closed questions are used to receive short responses, and open questions to encourage conversation.
Closed questions seek elaboration, and open questions seek confirmation.
Open questions are scripted, and closed questions are made up on the spot.
There is no difference between open and closed questions.
What is the best description of knowledge management?
Knowledge management is capturing and reusing an organisation information.
Knowledge management is creating a graph or chart of known problems.
Knowledge management is a system for storing and reusing information.
Knowledge management is organising the Service Desk e-mail archives.
What is the best reason for documenting processes and procedures?
Documenting processes and procedures enforces workplace culture.
Documenting processes and procedures ensures consistent service.
Documenting processes and procedures keeps you occupied during down time.
Documenting processes and procedures prevents customers from asking for special treatment.
What is the best reason for using proper grammar and spelling when documenting Incidents?
Management may read the documentation.
Using proper grammar and spelling improves your confidence.
You and your team are judged on the quality of your documentation.
Your team mates will laugh at you if your spelling is poor.
What is a best practice for effective cross-cultural communication?
Ask open questions.
Increase the pace of the call.
Repeat everything that the customer says.
Use proper language expressions.
What is the benefit of good teamwork to an organisation?
Better employees with more skills.
Enhanced career opportunities across the organisation.
Improved overall quality of service provided.
Increased capability for technical support and delivery.
Which statement best describes your role in the Incident Management process?
Conduct customer satisfaction surveys for each Incident.
Escalate all Incidents to other groups.
Log and document all Incidents.
Resolve each Incident to the customer satisfaction.
Which is the most important consideration when setting the priority of an Incident?
The availability of a workaround.
The complexity of the Incident.
The customer urgency for resolution.
The location of the customer with the Incident.
Some of your customers speak different languages to your own. What is a best practice for communicating effectively when helping these customers?
Set up a video link so you can gesture.
Speak louder and slower for clarification.
Moderate the pace of the call.
Use slang to put the customer at ease.
What is the most important reason for using customer satisfaction surveys?
Customer satisfaction surveys are a useful source for marketing statistics.
Customer satisfaction surveys are required by the service level agreement.
Customer satisfaction surveys identify whether customer expectations are being met.
Customer satisfaction surveys provide management with data required to create a schedule for the Service Desk.
What is a best practice for dealing with stress?
Keep your frustration hidden.
Stay home from work.
Take deep breaths.
Take your frustration out on your partner.
Which type of customer satisfaction survey is planned and scheduled on a periodic basis?
Annual surveys.
Ongoing surveys.
Onetime surveys.
Product surveys.
What is the best way of using silent time effectively?
Build a rapport with your customer.
Check your e-mail.
Identify the best time for your break.
Write an e-mail to a colleague.
Which process is concerned with the analysis of Incidents in order to identify the root cause and to eliminate the Problem?
Call management.
Incident management.
Knowledge management.
Problem management.