SDI-Service Desk Foundation Qualification
Exam Number/Code : QQ0-401
Exam Name : SDI-Service Desk Foundation Qualification
Questions and Answers : 120 Q&As

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Exam : HDI Certification Worldwide QQ0-401
Title : SDI-Service Desk Foundation Qualification
1. What is a best practice for helping an emotional caller?
A. Ask the customer to talk about their personal problems.
B. Help the customer focus on the Incident and resolution.
C. Maintain a professional approach according to the SLA.
D. Move the conversation carefully on to general issues within the company.
Answer: B
2. When made by a customer, which comment, is most likely to indicate that a conflict is developing?
A. I am tired of my computer always being down.
B. I don't understand what you mean.
C. I see what you are saying to me.
D. You need to slow down.
Answer: A
3. Which action best illustrates responsible team behaviour?
A. Logging every call.
B. Reporting security violations.
C. Sharing knowledge.
D. Taking more than your share of calls.
Answer:C

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