Free SDI SD0-101 Exam Questions

Become SDI Certified with updated SD0-101 exam questions and correct answers

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Total 166 Questions | Updated On: Apr 29, 2026

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Question 1

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

A : fer assistance and prevent them from venting

B : respectful and allow them to vent

C : play empathy and assure them that it was not your fault

D : his/her name and agree with everything they say

Answer: B

Question 2

Which of these options is NOT considered to be proper Short Message Service (SMS) and

Instant Messaging (IM) etiquette?

A : oiding the use of abbreviations and emoticons

B : oiding the use of punctuation and single word phrases

C : iting clear and concise messages

D : king time to review your message before sending

Answer: B

Question 3

Which of these is NOT a valid option for sourcing?

A : ar-shoring

B : ternal-outsourcing

C : ght-sourcing

D : oss-sourcing

Answer: D

Question 4

Which activity is part of Change Management?

A : end Analysis

B : proval and scheduling

C : er acceptance testing

D : iness analysis

Answer: B

Question 5

How best might you use silent time during a call?

A : By reviewing with the user whats happened with the call so far

B : clearly identifying whether this is a Service Desk issue

C : By asking about the users emotional state

D : describing the detail of the behind-the-scenes support process

Answer: A

Page: 1 / 34

Total 166 Questions | Updated On: Apr 29, 2026

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