Free SDI SD0-401 Exam Questions

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

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Total 120 Questions | Updated On: Oct 28, 2025

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Question 1

What is the most important reason for using customer satisfaction surveys?

A : tomer satisfaction surveys allow customers to say what they really think without offending Service Desk staff.

B : tomer satisfaction surveys help to determine if customer service expectations are being met.

C : tomer satisfaction surveys provide an accurate set of management reports on SLA performance.

D : tomer satisfaction surveys provide information that can be used to assess blame for Problems.

Answer: B

Question 2

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 3

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 4

What is a best practice for establishing an effective relationship with your customer?

A : Interview each customer.

B : nage each customer expectations.

C : ceive SLAs from each customer.

D : ovide reports to each customer.

Answer: B

Question 5

How can being empathetic to the customer benefit the Service Desk?

A : ing empathetic allows you to express your feelings.

B : ing empathetic creates a rapport with the customer.

C : ing empathetic increases first contact resolution.

D : ing empathetic permits the customer to vent.

Answer: B

Page: 1 / 24

Total 120 Questions | Updated On: Oct 28, 2025

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