Free SD0-401 Exam Braindumps (page: 12)

Page 12 of 30

Which Service Desk process provides a framework for collaboration, provides information to customers, and lowers the overall cost of support?

  1. Incident management.
  2. Knowledge management.
  3. Problem management.
  4. Staff management.

Answer(s): B



What is the most important benefit of being empathetic towards your customers?

  1. Your customers will know that you feel sorry for them.
  2. Your customers will know that you can fix their problem for them.
  3. Your customers will know that you understand how they feel.
  4. Your customers will want to talk to you whenever they call.

Answer(s): C



Which is a principle of active listening?

  1. Acknowledge the speaker.
  2. Ask closed questions.
  3. Refer the customer to self-help.
  4. Use standard language.

Answer(s): A



Which statement best describes a problem?

  1. A problem is a group of Incidents that recur occasionally.
  2. A problem is a group of Incidents with different symptoms.
  3. A problem is a significant Incident with an unknown cause.
  4. A problem is a single Incident with a known solution.

Answer(s): C



Page 12 of 30



Post your Comments and Discuss SDI SD0-401 exam with other Community members:

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Noah commented on November 10, 2024
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GERMANY
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Anonymous
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Anonymous
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