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Last Updated: Sep 14, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Customer Relationship Management | 25% | - Handling complaints and escalations - Communication and engagement strategies - Building and maintaining customer relationships - Customer satisfaction measurement and improvement |
| Team Management & Leadership | 10% | - Cross-functional communication - Leadership for SDM roles - Managing service delivery teams - Team development and motivation |
| Service Quality & Performance Monitoring | 20% | - Service improvement methodologies - Monitoring and measuring service performance - Quality assurance and compliance - Service reporting and metrics analysis |
| Service Delivery Operations | 25% | - Service desk operations and best practices - Change and release management processes - Service continuity and disaster recovery - Incident and service request management |
| Introduction to Service Delivery Management (SDM) | 20% | - Incident and problem resolution fundamentals - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs - Overview of SDM and role in customer support |
Care Sales represents a proportion of total NSN sales. What approximately is that proportion?
Correct Answer: A 🗳️
When we receive payment for a customer invoice, what financial statement is affected?
Correct Answer: B 🗳️
Who provides engineering resources to Care?
Correct Answer: D 🗳️
Who is the main responsible person to drive the Care Contract Renewal through the whole renewal process after the Internal Kick-off Meeting?
Correct Answer: B 🗳️
In which of the following situations can a company show profit at the same time as cash is decreasing?
Correct Answer: B 🗳️
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