Question 1

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

Options :

A : Offer assistance and prevent them from venting

B : Be respectful and allow them to vent

C : Display empathy and assure them that it was not your fault

D : Use his/her name and agree with everything they say

Answer: B

Question 2

Which of these options is NOT considered to be proper Short Message Service (SMS) and

Instant Messaging (IM) etiquette?

Options :

A : Avoiding the use of abbreviations and emoticons

B : Avoiding the use of punctuation and single word phrases

C : Writing clear and concise messages

D : Taking time to review your message before sending

Answer: B

Question 3

How best might you use silent time during a call?

Options :

A :

By reviewing with the user whats happened with the call so far

B : By clearly identifying whether this is a Service Desk issue

C :

By asking about the users emotional state

D : By describing the detail of the behind-the-scenes support process

Answer: A

Question 4

What might your Service Desk do to build a good a relationship with its users?

Options :

A : Produce detailed SLA reports

B : Regularly hit 99.6% system availability

C : Deliver consistent service levels

D : Maintain a formal distance from users

Answer: C

Question 5

Which option is a benefit of using self-help?

Options :

A : It allows users to resolve some incidents at any time

B : It gives users the opportunity to become technical experts

C : It avoids the inconvenience of telephone handling

D : It give users the ability to self-diagnose their incidents in future

Answer: A

Free SD0-101 Mock Exam – Practice Online Confidently