Online Access Free SDA Exam Questions

Which of the following is an important reason for following processes and procedures?

• A.It assists with auditing
• B.It records and documents incidents
• C.It enables knowledge sharing
• D.It ensures consistent service delivery

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

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

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

Which option BEST explains the difference between Customer Experience (CX), Service Level Agreements (SLAs), and Service Quality?

• A.CX measures technical performance, SLAs describe customer emotions, and Service Quality replaces the need for targets
• B.SLAs define customer experience, CX measures compliance, and Service Quality applies only to internal teams
• C.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
• D.Service Quality and CX are the same, while SLAs exist only for reporting purposes

Which of the following statements about the Service Desk's and Management's roles in Continual Improvement is INCORRECT?

• A.Management relies on insights from the Service Desk to make informed Continual Improvement decisions
• B.The Service Desk contributes to Continual Improvement by identifying trends, gathering user feedback, and sharing improvement insights
• C.The Service Desk is responsible for setting organisational improvement strategy and approving funding for improvement initiatives
• D.Management is responsible for prioritising, approving, and governing Continual Improvement initiatives