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Free SD0-401 Exam Braindumps
SD0-401 Service Desk Foundation Qualification Questions 6–10 (page: 3)

Updated On: 9-Feb-2026
Page 3 of 25
PDF with 118 Questions

What is a best practice for reducing conflict?

  1. Agree with the customer.
  2. Interject your opinion into the conversation.
  3. Let the customer know that you are in charge.
  4. Show the customer respect.

Answer(s): D



What information must be logged for every Incident?

  1. A corrected version of the customer description of the Incident.
  2. A note about the customer preferred desk side technician.
  3. Any commitments made to the customer.
  4. Your opinion about the customer technical expertise.

Answer(s): C



Which statement best describes a good leader?

  1. Good leaders demonstrate absolute control over their teams.
  2. Good leaders do not need to offer incentives.
  3. Good leaders encourage initiative.
  4. Good leaders make all the decisions for their staff.

Answer(s): C



When you have a call that cannot be resolved, what is the last step you will take prior to disengaging from the customer?

  1. Confirm the details provided by the customer.
  2. Determine the priority of the Incident.
  3. Set the customer expectation for the next contact.
  4. Verify the customer eligibility for service.

Answer(s): C



What is the best description of your role in supporting customers?

  1. Avoid confrontation at all costs.
  2. Deliver consistent, high quality support.
  3. Escalate calls as appropriate.
  4. Minimise talk time.

Answer(s): B



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