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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

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# 2

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


Question# 3

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# 4

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


Question# 5

Your organisation has recently implemented SLAs and OLAs. A new starter on your team has confided in you that they dont really understand what an OLA is; how would you explain it to him/her?
Choose the Choices:


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