Free Service Desk Analyst v9 (SDA) Practice Questions

A.  

Document customer interactions accurately and consistently

B.  

Represent the Service Desk at strategic and operational levels

C.  

Look at every customer interaction to assess quality

D.  

Respond to positive feedback only

A.  

Service Desk

B.  

Feedback Management

C.  

Service Continuity Management

D.  

Governance

A.  

AI

B.  

Automation

C.  

Self-Service

D.  

Self-Logging

A.  

Faster resolutions

B.  

Predictive insights

C.  

Continuous learning

D.  

Increased manual effort

A.  

Experience Management replaces the need for operational performance reporting

B.  

Experience Management focuses on structured improvement of customer experience through ambitions, outcomes, and indicators aligned to business goals, rather than performance metrics alone

C.  

Experience Management measures experience independently of organisational objectives

D.  

Experience Management applies only after services have been delivered

A.  

Asking for information that has already been provided

B.  

Placing them on hold briefly whilst you consult a colleague

C.  

Attempting to resolve their issue using remote support

D.  

Paraphrasing their explanation of the issue for clarity

A.  

A Request for Change

B.  

An Incident

C.  

A Problem

D.  

A Service Request

A.  

Personal life situations

B.  

Getting a promotion

C.  

Time management

D.  

Training and development

E.  

A, B and D

F.  

B, C and D

G.  

A, C and D