Exam Code : SD0-101
Exam Name : Service Desk Analyst Qualification 2024
Vendor Name :
"SDI"
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Service Desk Analyst Qualification 2023
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Which of these options is NOT a feature in standard PBX functionality?
Voicemail
Agent tracking
CTI
Conference calling
Where would you expect to see a screen pop? As a feature of
The company screensaver
An Instant Messaging conversation
Computer Telephony Integration (CTI)
The weekly marketing email
Which option is the most common issue when integrating CTI with Incident Management?
Poor project management resulting in higher costs
The screen pop functionality does not behave as expected
Lengthy implementation timescales due to inadequate project resources
Lack of availability of accurate user data
Which option is a benefit of using self-help?
It allows users to resolve some incidents at any time
It gives users the opportunity to become technical experts
It avoids the inconvenience of telephone handling
It give users the ability to self-diagnose their incidents in future
Your organisation is actively promoting the use of self-service technology. What is a disadvantage of this support option?
Users and SDAs feel that the service now offered has become impersonal
SDAs and users feel that the service now offered is haphazard
The delivery of service now offered uses state-of-the-art technology
The service now offered is too simplistic
Which of these options best describes examples of self-service technology?
FAQs, external knowledge packs, and IVR-based systems
Training courses, procedures and an on-line Service Knowledge Management System
Web-based self-help systems, Incident data and FAQs
Forms, procedures, help systems and on-line tutorials
Which of these options is a benefit of self-service technology?
Users can log their issues at any time
Reduces Problem resolution time
Removes the need for human support
Reduces the number of Incidents and Service Requests
Which would be a common use of self-healing technology?
Automated dial-up
Anti-virus software
Password locking
Autonomous agent
Which of these options is a recognised advantage of self-healing technology?
It passes the cost of support to the users
It reduces the requirement for SLAs
It enables users to fix more Incidents themselves
It decreases the cost of support