Free Practice SDI SD0-401 Exam Questions 2025

Stay ahead with 100% Free Service Desk Foundation Qualification SD0-401 Dumps Practice Questions

Page: 1 / 24

Total 120 Questions | Updated On: Apr 22, 2025

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Question 1

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

A : Avoid confrontation at all costs.

B : Deliver consistent, high quality support.

C : Escalate calls as appropriate.

D : Minimise talk time

Answer: B

Question 2

Which action is most likely to give the customer a positive impression of the Service Desk?

A : Agree with customers, even if they are mistaken.

B : Keep customers informed of the steps being taken to resolve their problem.

C : Provide customers with an Incident reference number.

D : Support products that are contained in the Service Level Agreement.

Answer: B

Question 3

Which metric is used to measure the average amount of time that a customer waits before a call is answered?

A : Abandon before answer.

B : Availability.

C : Average speed to answer.

D : First contact resolution.

Answer: C

Question 4

Which statement best characterises a friendly and supportive workplace?

A : Management encourages extensive overtime.

B : Team members help each other.

C : Team members work alone.

D : Team members work only their allotted hours.

Answer: B

Question 5

What is a best practice when helping a customer whose native language is different to yours?

A : Avoid asking the customer for clarification.

B : Avoid using remote control.

C : Take regular breaks during the call.

D : Pause to allow time for understanding

Answer: D

Page: 1 / 24

Total 120 Questions | Updated On: Apr 22, 2025

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