Free Peoplecert SDA Exam Dumps Questions & Answers

Which of these describe the role of an SDA in an effective team?
1. Collaborate openly and effectively
2. Encourage a safe and supportive workplace
3. Support during onboarding with buddying and skill development
4. Retaining knowledge and information

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

Which of the following would be expected of Service Desk management and leadership?

• A.Look at every customer interaction to assess quality
• B.Document customer interactions accurately and consistently
• C.Represent the Service Desk at strategic and operational levels
• D.Respond to positive feedback only

Omni-channel support is a customer service approach where customers can reach support across multiple integrated channels, with a and experience across all of them.
What are the missing words?

• A.Continuous and dependable
• B.Smooth and reliable
• C.Seamless and consistent
• D.Clear and stream-lined

Which of the following is a barrier to effective communication?

• A.Speaking clearly and concisely
• B.Avoiding the use of slang
• C.Unconscious bias
• D.Attempting to resolve an issue using remote support tools

Which of the following is an effective way to determine the priority of an incident?

• A.Understand if the person raising the incident should receive a higher priority
• B.Understand if the incident can be resolved before lunchtime
• C.Understand the number of people affected
• D.Understand how busy the appropriate resolver group is before escalating