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: Jun 06, 2025

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Question 1

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 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

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

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

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

Page: 1 / 24

Total 120 Questions | Updated On: Jun 06, 2025

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