Peoplecert SDA : Service Desk Analyst v9

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Peoplecert SDA Exam Syllabus Topics:

Peoplecert Service Desk Analyst v9 Sample Questions:

Question #1
Which of these is a benefit of active listening?

A. The customer's emotional state doesn't change
B. The Service Desk's credibility is established
C. Call time is minimised
D. Customer satisfaction is guaranteed

Question #2
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. All of them
C. 1, 3, and 4
D. 1, 2, and 4

Question #3
Which of the following BEST describes automation?

A. The delegation of all decision-making responsibilities to computer systems regardless of task complexity.
B. The use of technology to perform repetitive or routine tasks with minimal human intervention, improving efficiency and consistency.
C. The complete replacement of human involvement in service management activities through the use of advanced technologies.
D. The use of predefined rules to assist staff in completing tasks while requiring manual execution at each step.

Question #4
Which activity should you AVOID when interacting with a customer?

A. Paraphrasing their explanation of the issue for clarity
B. Attempting to resolve their issue using remote support
C. Placing them on hold briefly whilst you consult a colleague
D. Asking for information that has already been provided

Question #5
What of the following are elements required for writing professional business communications?
1. Including a copy to your entire team in the communication
2. Writing clearly and concisely
3. Taking the time to proof read the communication
4. Using punctuation correctly

A. 1, 2 and 3
B. 1, 3 and 4
C. 1, 2 and 4
D. 2, 3 and 4

Solutions: