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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer and Employee Experience | - Employee Experience and DEIB - Quality Assurance and Metrics - Customer Experience (CX) and XLAs - Feedback Management |
| Topic 2: Analyst Skills | - Rapport and Conflict Management - Resilience and Emotional Awareness - Communication Skills
|
| Topic 3: Roles and Responsibilities | - Professional Standards and Ethics - Service Desk Purpose and Scope |
| Topic 4: Service Management Practices | - Incident Management - Change Enablement and Escalation - Problem Management - Knowledge Management - Information Security Management - Service Request Management |
| Topic 5: Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following is an effective way to determine the priority of an incident?
- A. Understand how busy the appropriate resolver group is before escalating
- B. Understand if the person raising the incident should receive a higher priority
- C. Understand if the incident can be resolved before lunchtime
- D. Understand the number of people affected
Correct Answer: D 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
'Supporting employee well-being through healthy initiatives, ensuring that Service Desk staff can thrive both personally and professionally' is the definition of which element of Employee Experience?
- A. Emotional Resilience
- B. Work-life balance
- C. Wellbeing
- D. Challenger Safety
Correct Answer: C 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
Which option describes a disadvantage of self-service technology?
- A. Allows Service Desk staff to focus on more complex issues
- B. It is easy to update
- C. The service is more personalized
- D. Customers prefer contact with a human
Correct Answer: D 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
Which skill would a Service Desk analyst be demonstrating when using deductive reasoning?
- A. Problem-solving skills
- B. Call management skills
- C. Active listening skills
- D. Non-verbal communication skills
Correct Answer: A 🗳️
What action could an analyst undertake to protect the image of the Service Desk?
- A. Take ownership of Service Desk interactions for important customers
- B. Keep customers advised of the steps being taken to resolve their issues
- C. Give customers accurate and relevant information only when asked
- D. Tell the customer that the issue was caused by another team
Correct Answer: B 🗳️
Explanation: Only visible for Pass4sures members. You can sign-up / login (it's free).
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