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SDI SD0-401 Exam Questions
SD0-401 Service Desk Foundation Qualification (Page 4 )

Updated On: 21-Feb-2026
Page 4 of 25
PDF with 118 Questions

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?

  1. A web master magazine.
  2. Senior management meetings.
  3. Knowledge Centred Support.
  4. The marketing department.

Answer(s): C



What is the best way of using silent time effectively?

  1. Build a rapport with your customer.
  2. Check your e-mail.
  3. Identify the best time for your break.
  4. Write an e-mail to a colleague.

Answer(s): A



Which of the following techniques is the best one for reducing and eliminating conflict during a call?

  1. Match the customer attitude.
  2. Refrain from interrupting the customer.
  3. Stop using the customer name.
  4. Tell the customer you feel sorry for them.

Answer(s): B



What type of question will best encourage a customer to talk more about their Incident?

  1. Closed questions.
  2. Open questions.
  3. Technical questions.
  4. Personal questions.

Answer(s): B



Which is a common physical symptom of stress?

  1. You are more susceptible to colds.
  2. You rarely take lunch breaks.
  3. You work longer hours.
  4. Your colleagues all seem busy.

Answer(s): A






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