Free SDI SD0-101 Exam Questions

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

Page: 1 / 34

Total 166 Questions | Updated On: Jul 30, 2025

Add To Cart

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 option is a benefit of using self-help?

A : allows users to resolve some incidents at any time

B : gives users the opportunity to become technical experts

C : avoids the inconvenience of telephone handling

D : give users the ability to self-diagnose their incidents in future

Answer: A

Question 3

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 4

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 5

What might your Service Desk do to build a good a relationship with its users?

A : oduce detailed SLA reports

B : gularly hit 99.6% system availability

C : liver consistent service levels

D : intain a formal distance from users

Answer: C

Page: 1 / 34

Total 166 Questions | Updated On: Jul 30, 2025

Add To Cart