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Guide for SDI Service Desk Foundation Qualification

Quiz SDI Service Desk Foundation Qualification

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/ 10

Quiz

1/10
What is the best reason for using a standard greeting when answering telephone calls?
Select the answer
1 correct answer
A.
Using a standard greeting complies with Service Desk standards.
B.
Using a standard greeting ensures consistent service.
C.
Using a standard greeting makes the customer feel humble.
D.
Using a standard greeting prevents individuals developing their own greetings.

Quiz

2/10
What is a best practice for demonstrating personal accountability in your work?
Select the answer
1 correct answer
A.
Blame others for mistakes.
B.
Never admit that you made a mistake.
C.
Perform your duties in a manner that meets with company policy.
D.
Work according to your mood.

Quiz

3/10
What is a best practice to follow when documenting an Incident?
Select the answer
1 correct answer
A.
Always take a break before you write anything down.
B.
Avoid making negative references about the customer in the documentation.
C.
Make sure that others know how the customer treated you by documenting the interaction.
D.
Use emoticons to communicate the personality of a customer.

Quiz

4/10
What factor is most important in determining the priority of an Incident?
Select the answer
1 correct answer
A.
The caller connection to the Service Desk.
B.
The caller emotional state.
C.
The Incident impact on the business.
D.
The Incident impact on the Service Desk.

Quiz

5/10
What is a benefit of teamwork?
Select the answer
1 correct answer
A.
Better time management.
B.
Higher employee morale.
C.
Improved conformity.
D.
Increased competition.

Quiz

6/10
What is a best practice for reducing conflict?
Select the answer
1 correct answer
A.
Agree with the customer.
B.
Interject your opinion into the conversation.
C.
Let the customer know that you are in charge.
D.
Show the customer respect.

Quiz

7/10
What information must be logged for every Incident?
Select the answer
1 correct answer
A.
A corrected version of the customer description of the Incident.
B.
A note about the customer preferred desk side technician.
C.
Any commitments made to the customer.
D.
Your opinion about the customer technical expertise.

Quiz

8/10
Which statement best describes a good leader?
Select the answer
1 correct answer
A.
Good leaders demonstrate absolute control over their teams.
B.
Good leaders do not need to offer incentives.
C.
Good leaders encourage initiative.
D.
Good leaders make all the decisions for their staff.

Quiz

9/10
When you have a call that cannot be resolved, what is the last step you will take prior to disengaging from the customer?
Select the answer
1 correct answer
A.
Confirm the details provided by the customer.
B.
Determine the priority of the Incident.
C.
Set the customer expectation for the next contact.
D.
Verify the customer eligibility for service.

Quiz

10/10
What is the best description of your role in supporting customers?
Select the answer
1 correct answer
A.
Avoid confrontation at all costs.
B.
Deliver consistent, high quality support.
C.
Escalate calls as appropriate.
D.
Minimise talk time.
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Info quiz:

  • Quiz name:SDI Service Desk Foundation Qualification
  • Total number of questions:107
  • Number of questions for the test:50
  • Pass score:80%

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