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SDI SD0-101 Exam - Topic 2 Question 126 Discussion

Actual exam question for SDI's SD0-101 exam

Question #: 126
Topic #: 2

[All SD0-101 Questions]

Your Service Desk has a Standard Operating Procedure for telephone call handling. Which of

these options would NOT be included in that procedure?

AUsing a personalised greeting

BAsking the right questions to elicit information

CListening to what the caller is telling you

DShowing empathy for the user if appropriate

Show Suggested Answer

Suggested Answer: A

by Deonna at May 13, 2026, 03:09 AM

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Lindsey

2 days ago

I remember practicing a question similar to this in our training. I feel like option D might be the one that doesn’t belong.

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Evangelina

2 months ago

I think all of those options are important for call handling, but I’m not sure if showing empathy is always necessary.

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