Question 1

What is the difference between a desktop system and a server?

Options :

A : A server is used only for emails, a desktop system can be used by many people

B : A desktop system is a single user system, a server is used by many users

C : A server has a short life-expectancy, a desktop system has a long life-expectancy

D : A desktop system is a two-person workstation, a server is for one person only

Answer: B

Question 2

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

Question 3

You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in

the team to change their approach and start using a standard greeting? Explain to them that:

Options :

A : It will demonstrate that the new management are in control of the group

B : A standard greeting ensures that users cant control the calls

C : VIPs will get the same level of service as other users

D : The reputation of the new group will be enhanced

Answer: D

Question 4

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 5

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

Free SD0-101 Mock Exam – Practice Online Confidently