SDA 無料問題集「Peoplecert Service Desk Analyst v9」

（A）By allowing analysts to decide how services should be delivered

（B）By providing clear guidance on available services and the correct way to handle them

（C）By focusing only on incident resolution times

（D）By removing service definitions to improve flexibility

（A）Active listening skills

（B）Problem-solving skills

（C）Call management skills

（D）Non-verbal communication skills

（A）1, 3 and 4

（B）1, 2 and 3

（C）All of the above

（D）2, 3 and 4

（A）2, 3, and 4

（B）1, 3, and 4

（C）All of them

（D）1, 2, and 4

（A）The complete replacement of human involvement in service management activities through the use of advanced technologies.

（B）The use of technology to perform repetitive or routine tasks with minimal human intervention, improving efficiency and consistency.

（C）The delegation of all decision-making responsibilities to computer systems regardless of task complexity.

（D）The use of predefined rules to assist staff in completing tasks while requiring manual execution at each step.

（A）1 only

（B）None of the above

（C）2 only

（D）Both 1 and 2

（A）Conflict Management

（B）Interaction management

（C）Negotiation

（D）De-escalation