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: Jan 07, 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 statement best characterises a friendly and supportive workplace?

A : nagement encourages extensive overtime.

B : am members help each other.

C : am members work alone.

D : am members work only their allotted hours.

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 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 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: Jan 07, 2025

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