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Peoplecert SDA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Managing Customer Feedback | - Using feedback for service improvement - Feedback management components - Purpose and objectives of feedback management |
| Effective Communication Skills and Competencies | - Verbal and non-verbal communication - Active listening - Adapting communication to different customers - Formal and informal communication |
| Managing Practices, Processes and Procedures | - Structured practices and procedures - Documentation - Interaction handling |
| Roles and Responsibilities | - Service Desk Analyst roles and responsibilities - Service excellence and professional behaviour |
| AI and Automation | - Benefits and challenges of AI and automation - AI in service management - Automation in service management |
| Resilience | - Emotional resilience - Managing workplace pressure - Recognising signs of stress |
| IT Service Management | - Incident management - Service request management - Knowledge management - Problem management - Information security management |
| Quality Assurance Programme | - Customer satisfaction surveys - Service desk metrics - Quality assurance practices - Quality assurance activities |
| Support Methods | - Self-service - Support delivery methods - Remote support |
| Effective Rapport and Conflict Management Skills | - Negotiation - Building rapport - Conflict management - Emotional intelligence |
| Relationship Management | - Customer relationships - Cultural awareness - Collaboration and teamwork |
| Problem-Solving | - Inductive and deductive reasoning - Creative problem-solving - Problem-solving techniques - Critical thinking |
Peoplecert Service Desk Analyst v9 Sample Questions:
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, B and D
- B. A, B and C
- C. A, C and D
- D. B, C and D
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
Which activity should you AVOID when interacting with a customer?
- A. Placing them on hold briefly whilst you consult a colleague
- B. Asking for information that has already been provided
- C. Paraphrasing their explanation of the issue for clarity
- D. Attempting to resolve their issue using remote support
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
Which of the following statements about closed questions is TRUE?
- A. They are more difficult to answer
- B. They are intended to draw more information from customers
- C. They are intended to obtain specific information
- D. They allow the customer to elaborate
Correct Answer: C 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
Which option BEST explains the difference between Customer Experience (CX), Service Level Agreements (SLAs), and Service Quality?
- A. Service Quality and CX are the same, while SLAs exist only for reporting purposes
- B. CX reflects how customers feel about their interactions before, during, and after support: SLAs define agreed performance targets: Service Quality describes how consistently services are delivered against defined standards
- C. SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams
- D. CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
Which of the following is an area covered by organisational policy?
- A. Diversity and inclusion
- B. Processes and procedures
- C. Standards and best practice
- D. Metrics and reporting
Correct Answer: A 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
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