Palo Alto Networks

Free SD0-101 Exam Braindumps
Service Desk Analyst Qualification Questions 46–50 (page: 11)

Updated On: 9-Feb-2026

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QUESTION: 46

Which option is NOT a type of non-verbal communication?

Eye contact
Body language
Facial expressions
Open questions

Answer(s): D

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QUESTION: 47

Which of these options is NOT a principle of active listening?

Sympathising with the user
Minimising distractions
Repeating for verification
Listening for ideas and images

Answer(s): A

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QUESTION: 48

Active listening is a good practice because

It helps you to deliver on your SLA targets
It will improve the accuracy of your call logging
It can positively increase your average call duration time
It shows that you are deferring to the caller

Answer(s): B

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QUESTION: 49

Which of these options is the best definition of paraphrasing?

To repeat in your own words what the user has said
To repeat word for word what the manual says
To repeat word for word what the user has said
To repeat in the same tone what the user has said

Answer(s): A

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QUESTION: 50

An SDA has produced a report for a user and although its contents are accurate, it is grammatically incorrect; what impact might there be if it is sent to the user?

The data will be able to be easily reused
The perceived status of the Service Desk will be reduced
The content will be clear and easy to understand
The SDA will have a sense of pride in his/her work

Answer(s): B

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