PDF Version DemoIn recent years, many people choose to take Peoplecert SDA certification exam which can make you get the Peoplecert certificate that is the passport to get a better job and get promotions.
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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
| Analyst Skills | - Communication Skills
- Resilience and Emotional Awareness |
| Customer and Employee Experience | - Quality Assurance and Metrics - Feedback Management - Employee Experience and DEIB - Customer Experience (CX) and XLAs |
| Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
| Service Management Practices | - Incident Management - Knowledge Management - Service Request Management - Change Enablement and Escalation - Problem Management - Information Security Management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Question #1
Which of the following customer emotions would an analyst need to manage?
1. Impatience
2. Embarrassment
3. Pre-judgement
4. Anger
A. 2, 3, and 4
B. 1, 3, and 4
C. 1, 2, and 4
D. All of them
Question #2
'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. Work-life balance
B. Emotional Resilience
C. Challenger Safety
D. Wellbeing
Question #3
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. Give customers accurate and relevant information only when asked
C. Tell the customer that the issue was caused by another team
D. Keep customers advised of the steps being taken to resolve their issues
Question #4
A cause, or potential cause of one or more incidents, is also known as what?
A. An asset
B. A known error
C. A problem
D. An incident
Question #5
Which of these are common causes of stress in the workplace?
A) Personal life situations
B) Getting a promotion
C) Time management
D) Training and development
A. A, C and D
B. A, B and D
C. A, B and C
D. B, C and D
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: D | Question #3 Correct Answer: D | Question #4 Correct Answer: C | Question #5 Correct Answer: C |
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