SDI Exam SD0-401 Topic 3 Question 111 Discussion

Actual exam question for SDI's SD0-401 exam

Question #: 111
Topic #: 3

A customer calls with a problem you know they could solve using the Service Desk web site. What is a best practice for encouraging the customer to try self-help?

AAsk if they have tried the website and give them the answer.

BRespectfully talk them through the self-help process.

CSend them an e-mail with a link to the web site.

DTell them that the answer is on the web site and give them the URL.

Show Suggested Answer

Suggested Answer: B

by Staci at Apr 29, 2025, 11:41 PM

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Nell

2 days ago

I agree with Lemuel, it shows that we are trying to help them help themselves first.

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Scarlet

22 days ago

Definitely B. Building that customer relationship is key. Plus, you don't want them to think you're just trying to get them off the phone, you know?

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Lemuel

23 days ago

I think the best practice is to ask if they have tried the website and give them the answer.

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Alpha

28 days ago

Ah, classic customer situation. I'd say B is the best choice - guide them through it, don't just send them a link. Though a little humor never hurts, like 'Did you try turning it off and on again?'

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Effie

29 days ago

Option B is the way to go! Gotta be respectful and walk them through the self-help process, not just give them the answer.

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