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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Supported Technology and Tools | - Automation and AI in Service Management - Support Channels and Self-Service |
| Customer and Employee Experience | - Customer Experience (CX) and XLAs - Quality Assurance and Metrics - Employee Experience and DEIB - Feedback Management |
| Roles and Responsibilities | - Service Desk Purpose and Scope - Professional Standards and Ethics |
| Analyst Skills | - Communication Skills
- Resilience and Emotional Awareness |
| Service Management Practices | - Service Request Management - Problem Management - Incident Management - Information Security Management - Change Enablement and Escalation - Knowledge Management |
Peoplecert Service Desk Analyst v9 Sample Questions:
Which is NOT a step in de-escalating an interaction?
- A. Maintain emotional control
- B. Offer clear options or next steps
- C. Clarify the situation
- D. Validate the emotion
Correct Answer: A 🗳️
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Which of the following is NOT a characteristic of a good service attitude?
- A. Treating customers differently based on perceived importance
- B. Maintaining a positive attitude
- C. Being accountable and responsible for your actions
- D. Conveying a willingness to help
Correct Answer: A 🗳️
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Which of the following is an important reason for following processes and procedures?
- A. It ensures consistent service delivery
- B. It records and documents incidents
- C. It assists with auditing
- D. It enables knowledge sharing
Correct Answer: A 🗳️
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Which of the following is a barrier to effective communication?
- A. Avoiding the use of slang
- B. Attempting to resolve an issue using remote support tools
- C. Unconscious bias
- D. Speaking clearly and concisely
Correct Answer: C 🗳️
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How do SLAs support effective Incident Management?
- A. By focusing only on post-incident reporting
- B. By resolving incidents automatically
- C. By defining clear response and resolution targets that guide incident handling priorities
- D. By removing the need for escalation
Correct Answer: C 🗳️
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