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

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 2

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 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

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 5

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

Page: 1 / 24

Total 120 Questions | Updated On: Oct 28, 2025

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