SDI Exam SD0-101 Topic 2 Question 86 Discussion

Actual exam question for SDI's SD0-101 exam

Question #: 86
Topic #: 2

[All SD0-101 Questions]

How best might you use silent time during a call?

ABy reviewing with the user whats happened with the call so far

BBy clearly identifying whether this is a Service Desk issue

CBy asking about the users emotional state

DBy describing the detail of the behind-the-scenes support process

Show Suggested Answer

Suggested Answer: B

by Billye at May 02, 2024, 10:12 AM

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Kristel

2 months ago

Option D is a bit too technical for silent time, in my opinion. Users usually just want to know what's happening, not the nitty-gritty details.

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Melissia

11 days ago

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Mirta

20 days ago

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Ruthann

2 months ago

Option C is an interesting choice, but I'm not sure it's the best use of silent time. Asking about the user's emotional state could come across as a bit intrusive.

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Nana

2 months ago

I prefer asking about the user's emotional state during silent time, it shows empathy and helps build rapport.

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Essie

2 months ago

I agree with Carisa, it helps to make sure we're on the same page with the user.

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Afton

2 months ago

I would go with Option B. Quickly identifying the nature of the issue is crucial for providing the right support.

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Carisa

2 months ago

I think using silent time to review what's happened so far is a good idea.

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Cherri

2 months ago

I prefer using silent time to ask about the user's emotional state. It shows empathy and can help build rapport.

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Dong

2 months ago

I agree with Evette. It helps to ensure we're on the same page with the user.

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Bev

2 months ago

Option A seems like the most practical choice. Keeping the user informed about the progress of the call is key to maintaining their trust and satisfaction.

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