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SD0-401: SD0-401 Service Desk Foundation Qualification
Free Practice Exam Questions (page: 4)
Updated On: 2-Jan-2026

Page 4 of 30
PDF with 118 Questions

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



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



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Viewing questions 13 - 16 out of 118 questions



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