Peoplecert SDA 시험 개요:

Peoplecert SDA 시험 요강 주제:

최신 SDI Qualifications SDA 무료샘플문제

문제 #1
'Technology by which a process or procedure is performed with minimal human interaction' is known as what?

A. Self-Logging
B. Automation
C. Self-Service
D. AI

문제 #2
Which statement BEST captures the boundary between Experience Management and traditional service performance management?

A. Experience Management focuses on structured improvement of customer experience through ambitions, outcomes, and indicators aligned to business goals, rather than performance metrics alone
B. Experience Management measures experience independently of organisational objectives
C. Experience Management applies only after services have been delivered
D. Experience Management replaces the need for operational performance reporting

문제 #3
When can conflict arise?
1. Handling frustrated customers
2. Managing tensions within internal teams
3. Managing tensions within departments
4. Communicating priorities and urgency

A. All of the above
B. 2, 3 and 4
C. 1, 3 and 4
D. 1, 2 and 3

문제 #4
A cause, or potential cause of one or more incidents, is also known as what?

A. An incident
B. A problem
C. A known error
D. An asset

문제 #5
Which of the following is NOT a benefit of professionally managing an interaction?

A. Customer satisfaction levels increase
B. A repeatable service is created
C. Customers are kept informed and engaged
D. Service Desk credibility is eroded

질문과 대답: