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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Analyst Skills | - Resilience and Emotional Awareness - Rapport and Conflict Management - Communication Skills
|
| Customer and Employee Experience | - Feedback Management - Customer Experience (CX) and XLAs - Employee Experience and DEIB - Quality Assurance and Metrics |
| Supported Technology and Tools | - Support Channels and Self-Service - Automation and AI in Service Management |
| Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
| Service Management Practices | - Knowledge Management - Service Request Management - Change Enablement and Escalation - Information Security Management - Incident Management - Problem Management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which of the following is NOT a principle of good verbal communication?
- A. Speaking concisely
- B. Repeating for verification
- C. Avoiding verbal tics
- D. Expressing empathy appropriately
Correct Answer: B 🗳️
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Which of the following statements about why Continual Improvement is important and what it does is INCORRECT?
- A. Continual Improvement does this by continually improving products, services, and practices over time
- B. Continual Improvement is important because it enhances service quality, efficiency, and business alignment
- C. Continual Improvement is important because it helps align services and practices with changing business needs
- D. Continual Improvement does this by resolving incidents as quickly as possible when they occur
Correct Answer: D 🗳️
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What action could an analyst undertake to protect the image of the Service Desk?
- A. Keep customers advised of the steps being taken to resolve their issues
- B. Give customers accurate and relevant information only when asked
- C. Tell the customer that the issue was caused by another team
- D. Take ownership of Service Desk interactions for important customers
Correct Answer: A 🗳️
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Omni-channel support is a customer service approach where customers can reach support across multiple integrated channels, with a and experience across all of them.
What are the missing words?
- A. Smooth and reliable
- B. Seamless and consistent
- C. Continuous and dependable
- D. Clear and stream-lined
Correct Answer: B 🗳️
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Which technique would an analyst use to establish effective relationships with customers?
- A. Use technical language when communicating with all customers
- B. Avoid answering customers questions in full
- C. Maintaining a positive attitude
- D. Demonstrate little understanding of customers business activities
Correct Answer: C 🗳️
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