SDI Exam SD0-401 Topic 1 Question 114 Discussion

Actual exam question for SDI's SD0-401 exam

Question #: 114
Topic #: 1

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 Marti at Jul 13, 2025, 08:37 PM

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Tony

6 days ago

I prefer option D, telling them that the answer is on the web site and giving them the URL. It's direct and efficient.

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Inocencia

8 days ago

I think sending them an e-mail with a link to the web site could also be helpful, as they can refer back to it later.

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Twana

8 days ago

Haha, Option D reminds me of that classic IT response: 'Have you tried turning it off and on again?' Not very helpful, is it?

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Ivan

10 days ago

Hmm, I don't know. Asking if they've tried the website and then giving them the answer (A) seems like a quick and easy solution to me.

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Frankie

15 days ago

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

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Melissia

17 days ago

Option D is just lazy. Give them the URL and expect them to figure it out? No way, that's not good customer service.

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Karol

2 days ago

A) Ask if they have tried the website and give them the answer.

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Haydee

26 days ago

I'm with Sage on this one. Respectfully talking them through the steps is the best approach to encourage self-help.

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Sage

29 days ago

Option B is definitely the way to go. Guiding the customer through the self-help process shows you care and want them to learn.

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Eliseo

1 months ago

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

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