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: Mar 08, 2026

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Question 1

Which action is most likely to give the customer a positive impression of the Service Desk?

A : ree with customers, even if they are mistaken.

B : ep customers informed of the steps being taken to resolve their problem.

C : ovide customers with an Incident reference number.

D : pport products that are contained in the Service Level Agreement.

Answer: B

Question 2

What is the best description of your role in supporting customers?

A : oid confrontation at all costs.

B : liver consistent, high quality support.

C : calate calls as appropriate.

D : nimise talk time

Answer: B

Question 3

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 4

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

Question 5

What is a best practice for helping an emotional caller?

A : k the customer to talk about their personal problems.

B : lp the customer focus on the Incident and resolution.

C : intain a professional approach according to the SLA.

D : ve the conversation carefully on to general issues within the company.

Answer: B

Page: 1 / 24

Total 120 Questions | Updated On: Mar 08, 2026

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