Users often do not provide feedback because they do not believe it will be addressed.
Which is the BEST method for encouraging users to submit feedback in this situation?
Answer
Making feedback processing visible for everyone
Providing information about users’ feedback to customers
Having regular face-to-face feedback sessions with users
Automating responses to all users' feedback
Card 2
Question
Which statement about the reporting of service outcomes and performance is CORRECT?
Answer
Service performance metrics should be mapped to customer outcomes
Return on investment (ROI) should be mapped to customer outcomes
IT component scorecards should be mapped to service provider outcomes
Customer satisfaction feedback should be mapped to service provider outcomes
Card 3
Question
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users.
Which is the MOST APPROPRIATE method?
Answer
Instructing the service desk to contact users when updates are available, and guiding them through the update procedure
Using a self-service portal for the user to request the service desk to provide the update
Instructing users to take their device to the service desk team when convenient
Using a push method to check the user's device each time it is connected
Card 4
Question
An organization is using an out-of-the-box service from a large service provider.
How does the service provider know about the organization's needs?
Answer
The service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship
The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
The service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship
The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs
Card 5
Question
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
Answer
Use machine learning chatbots to anticipate the needs of the users and provide solutions
Use popular networking sites to promote and provide online user support
Implement a 'shift-left' approach to provide support and downloadable help articles
Provide simple online support and contact numbers for the service desk
Card 6
Question
An organization’s customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support.
How can the organization BEST collect the information needed to address these complaints?
Answer
Gather customer service performance metrics and map to SLAs
Conduct satisfaction surveys after service interactions
Use feedback from service reviews to assess value realization
Gather customer experience and service level metrics
Card 7
Question
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?
Answer
Service catalogue management
Service desk
Portfolio management
Business analysis
Card 8
Question
A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate.
Which activity should the service provider perform now?
Answer
Produce a cost model that considers all the resources needed
Understand and influence the behaviour of different user profiles
Evaluate pricing mechanisms to ensure they drive the desired behaviour
Handle improvement opportunities in a professional manner
Card 9
Question
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
Answer
Ensure there are adequate knowledge and skills to support the customer's changes
Ensure there is adequate capacity to meet the increased demand of the changes
Respond in a timely manner to the customer's enquiries
Be respectful of the consumer organization's decision to make these changes
Card 10
Question
Which marketing technique helps to understand the needs of consumers by tracking their behaviour?
Answer
Brochures
Value propositions
Profiling
Market segmentation
Card 11
Question
Which statement about the end-to-end customer journey is CORRECT?
Answer
It represents a pre-determined path
It focuses on achieving outcomes
It involves optimizing touchpoints
It reflects an overall perception
Card 12
Question
Which is a technique for identifying customers that have common demands?
Answer
SWOT analysis
PESTLE
Market segmentation
Continual improvement model
Card 13
Question
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?
Answer
Ensuring that user access rights are revoked for all services
Identifying and making requests for outstanding payments for the service
Providing information to users about how to contact the service desk
Creating training schedules for users on how to use the service
Card 14
Question
What is an attribute of a strategic partnership?
Answer
The relationship is driven by price
The customer needs to be able to exit easily
Minimal information is shared
Trust needs to be developed
Card 15
Question
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
Answer
Develop a list of needs focusing on what should be achieved
Provide the service provider with a detailed list of requirements
Ensure that their detailed requirements are based on a previous legacy solution
Ask the service provider to customize a solution to suit their requirements
Card 16
Question
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?
Answer
Availability of the helpline during agreed hours
Customer satisfaction with the helpline
Number of customer queries processed correctly
Number of calls processed concurrently
Card 17
Question
What is a challenge when onboarding individual consumers?
Answer
Handling a large number of service consumers with different skills
Identifying and documenting service requirements
Returning consumer equipment and cancelling user rights
Ensuring the sponsor agrees the level of service that the consumer receives
Card 18
Question
A service provider encourages their users to form a user support community.
What is a potential benefit to the service provider?
Answer
The reduction in demand for support from the service provider
Reduced collaboration between user organizations
The creation of groups that can be used to provision services
Improved collaboration within the service provider organization
Card 19
Question
Which charging mechanism could cause the price of a service to change depending on the time of day?
Answer
Cost plus
Cost
Differential charging
Market price
Card 20
Question
Resource constraints have slowed an organization’s efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
Answer
Service catalogue management
Business analysis
Service level management
Portfolio management
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