Peoplecert Service Desk Analyst v9 - SDA FREE EXAM DUMPS QUESTIONS & ANSWERS
Which is NOT a step in de-escalating an interaction?
Correct Answer: B
Vote an answer
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
Which of the following are best practices of Knowledge Management?
1. Keep notes on helpful fixes for contribution
2. Create knowledge articles for internal use only
3. Write in clear, simple, and jargon-free language
4. Think from the customer perspective
1. Keep notes on helpful fixes for contribution
2. Create knowledge articles for internal use only
3. Write in clear, simple, and jargon-free language
4. Think from the customer perspective
Correct Answer: B
Vote an answer
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
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
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
Correct Answer: D
Vote an answer
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
Which statement BEST captures the boundary between Experience Management and traditional service performance management?
Correct Answer: C
Vote an answer
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
'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?
Correct Answer: B
Vote an answer
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
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) Personal life situations
B) Getting a promotion
C) Time management
D) Training and development
Correct Answer: A
Vote an answer
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).
What can a Service Desk manager use to manage staffing levels?
Correct Answer: B
Vote an answer
Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).