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SDI SD0-401 Exam Questions
SD0-401 Service Desk Foundation Qualification (Page 6 )

Updated On: 21-Feb-2026
Page 5 of 25
PDF with 118 Questions

What is the best reason for displaying a good service attitude?

  1. Displaying a good service attitude will create a positive impression of the Service Desk.
  2. Displaying a good service attitude will help meet service levels.
  3. Displaying a good service attitude will improve customer performance.
  4. Displaying a good service attitude will reflect well in your performance evaluations.

Answer(s): A



Which statement best illustrates the concept of providing consistent service?

  1. Answer all calls within 15 seconds or 3 rings.
  2. Escalate all calls within 10 minutes if no answer is available.
  3. Give each customer an answer on first contact.
  4. Provide all callers with the same quality of service.

Answer(s): D



What is a best practice for assigning a priority level for an Incident?

  1. Assign a priority level based on how much the customer complains.
  2. Assign a priority level based on how well you know the caller.
  3. Assign a priority level based on the business impact of the Incident.
  4. Assign a priority level based on the number of PCs in the department.

Answer(s): C



Which is an example of data that must be protected by security policies?

  1. Department addresses.
  2. General telephone numbers.
  3. Head office marketing handouts.
  4. Personal information.

Answer(s): D



What is the most likely benefit of effective call management?

  1. Call management creates new service goals.
  2. Call management ensures that rules for communication are followed.
  3. Call management establishes you as the preferred contact.
  4. Call management makes the best use of the call time.

Answer(s): D






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