Question 1

An enterprise aims to furnish its staff with a defined range of self-services through an online platform. A stipulation entails that upon employee login, the portal should exclusively display services pertinent to their organizational status and authorized access. Additionally, the organization seeks to empower employees to customize the portal's layout.

Which service provisioning methodology is most fitting for the organization to adopt?

Options :

A : Tailored

B : Push

C : Pull

D : Manual

Answer: A

Question 2

Engage session:

Various service relationships demand distinct evaluations of mutual readiness. Which statement is ACCURATE in this context?

Options :

A : The key factor for a basic relationship is assessing readiness to change.

B : The essential aspect for a partnership relationship is evaluating readiness to collaborate.

C : A partnership relationship necessitates assessment of capability, maturity, and past performance.

D : A basic relationship thrives on the foundation of readiness to collaborate.

Answer: B

Question 3

The customer journey map is about listening to what the customers are saying, understanding their motives, and, when applicable, systematically measuring their opinions and actions and integrating this information into continuous feedback.

What should be considered the overall objective for the customer journey?

Options :

A : Define the desired outcome and customer and user experience

B : Put the user at the centre of the design process

C : Have an understanding of the customers and users beyond statistical descriptions and empirical analyses of their needs

D : Plan and design customer journeys that support optimal value co-creation and lead to outstanding customer experiences

Answer: D

Question 4

A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

Options :

A : Introduce a freeze period before the deadline.

B : Add a cancellation fee to the order.

C : Set an early-bird price.

D : Increase the overall price of the service.

Answer: C

Question 5

Customer journey maps normally represent a generic flow for a group of stakeholders to allow the service provider to focus its efforts on widespread improvements.

What are the personas?

Options :

A : Are often used to represent a group of third parties

B : Are fictitious yet realistic description of a typical or target customer or user of a service or product

C : Are archetypes of actual people and should not be described as if they were real.

D : Are snapshots of non-relevant and unique characteristics in a customer, based on user research.

Answer: B

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