Free SDI SD0-401 Exam Questions

Become SDI Certified with updated SD0-401 exam questions and correct answers

Page: 1 / 24

Total 120 Questions | Updated On: Jul 29, 2025

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Question 1

What is a best practice when helping a customer whose native language is different to yours?

A : oid asking the customer for clarification.

B : oid using remote control.

C : ke regular breaks during the call.

D : use to allow time for understanding

Answer: D

Question 2

What is a best practice for reducing conflict?

A : low the customer to vent their frustration.

B : k the customer to repeat what they just said.

C : rect the customer to the Service Desk web site.

D : ace the customer on hold to allow them to calm down.

Answer: A

Question 3

The principal purpose of company policies is to:

A : cument operating procedures.

B : entify Incidents for additional follow-up.

C : ovide clear definitions of boundaries.

D : otect the Service Desk from hackers.

Answer: C

Question 4

Your help desk/Service Desk wishes to become a model for best practice, what is one of the main sources of excellent information and advice to help achieve this?

A : web master magazine.

B : nior management meetings.

C : owledge Centred Support.

D : marketing department.

Answer: C

Question 5

Which metric is used to measure the average amount of time that a customer waits before a call is answered?

A : andon before answer.

B : ailability.

C : erage speed to answer.

D : rst contact resolution.

Answer: C

Page: 1 / 24

Total 120 Questions | Updated On: Jul 29, 2025

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