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SDI SD0-101 Exam - Topic 1 Question 51 Discussion

A call comes into the Service Desk and it is not for an IT issue. What should you do?
A) Route the call to someone who can help them
B) Log an Incident
C) Explain it is not an IT issue and that they need to speak to someone else
D) Try to resolve their issue

SDI SD0-101 Exam - Topic 1 Question 51 Discussion

Actual exam question for SDI's SD0-101 exam
Question #: 51
Topic #: 1
[All SD0-101 Questions]

A call comes into the Service Desk and it is not for an IT issue. What should you do?

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Suggested Answer: A

by Lai at May 04, 2022, 02:27 AM

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Isreal
7 months ago
Logging an incident seems unnecessary for non-IT calls.
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Michael
7 months ago
Wait, can we really just tell them to call someone else?
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Mitsue
7 months ago
I think C is the best option here.
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Johna
8 months ago
Definitely not D, that's a waste of time.
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Skye
8 months ago
Just route the call to the right person!
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Junita
8 months ago
I feel like trying to resolve their issue could lead to more confusion, especially if it's outside our scope. Routing seems safer.
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Shala
8 months ago
I recall a question about handling non-IT calls, and I think logging an incident might not be necessary unless it's related to IT somehow.
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Tommy
8 months ago
I'm not entirely sure, but I feel like we shouldn't just tell them it's not an IT issue. That could come off as rude.
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Tricia
8 months ago
I think we practiced something similar in our role-playing sessions. I remember that routing the call is usually the best option.
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Chauncey
8 months ago
Hmm, I'm not sure about this one. There are a few options that seem reasonable, but I'm not totally confident in my understanding of the best approach. I'll need to think it through carefully.
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Sanjuana
8 months ago
Alright, I've got this. The TOGAF Guidelines and Techniques category is the one that describes techniques referenced by both TOGAF Core and TOGAF Mandated processes. I'm going with option A.
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