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SD0-101 Practice Questions

Service Desk Analyst Qualification Exam Practice Test


Total 33 Pages
Total 165 Questions

SD0-101 Practice Questions

Question# 1

Your manager has told you that the Service Desk team must provide excellent customer service at all times. As an SDA, what is the most important thing you must do to ensure that this happens?
Choose the Choices:


Question# 2

Some things can get in the way of good communication which of these options has the biggest impact on a Service Desk?
Choose the Choices:


Question# 3

Which option is the best example of a closed question?
Choose the Choices:


Question# 4

What is the best type of questioning to use to disengage a caller whilst ensuring a professional approach to call management?
Choose the Choices:


Question# 5

Which of these options is NOT part of the correct procedure for putting a user on hold?
Choose the Choices:


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