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Exam Number : SDM-2002001040
Exam Name : SDM Certification - CARE (SDM_2002001040)
Vendor Name : Nokia
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SDM-2002001040 test Format | SDM-2002001040 Course Contents | SDM-2002001040 Course Outline | SDM-2002001040 test Syllabus | SDM-2002001040 test Objectives


Exam Details for SDM-2002001040 SDM Certification - CARE (SDM_2002001040):

Number of Questions: The SDM-2002001040 test typically consists of multiple-choice questions. The exact number of questions may vary.

Time Limit: The test has a time limit of 3 hours (180 minutes).

Course Outline:
The SDM-2002001040 SDM Certification - CARE course focuses on equipping candidates with the knowledge and skills required to effectively manage and provide customer support in a service delivery management (SDM) role. The course outline covers the following key topics:

1. Introduction to Service Delivery Management (SDM):
- Overview of SDM and its role in customer support
- Understanding customer requirements and expectations
- Service level agreements (SLAs) and key performance indicators (KPIs)
- Incident management and problem resolution processes

2. Customer Relationship Management (CRM):
- Building and maintaining customer relationships
- Customer communication and engagement strategies
- Handling customer complaints and escalations
- Customer satisfaction measurement and improvement

3. Service Delivery Operations:
- Service desk operations and best practices
- Incident and request management processes
- Change management and release management
- Service continuity and disaster recovery planning

4. Service Quality and Performance Monitoring:
- Monitoring and measuring service performance
- Service reporting and metrics analysis
- Service improvement initiatives and techniques
- Service quality assurance and compliance

5. Team Management and Leadership:
- Managing service delivery teams
- Team development and motivation
- Effective communication and collaboration
- Leadership skills for SDM roles

Exam Objectives:
The SDM-2002001040 test aims to assess the following objectives:

1. Understanding of service delivery management principles and practices.
2. Proficiency in customer relationship management and customer support techniques.
3. Knowledge of service delivery operations, incident management, and problem resolution.
4. Competence in service quality monitoring, performance measurement, and improvement.
5. Familiarity with team management and leadership skills required in an SDM role.

Exam Syllabus:
The SDM-2002001040 test covers the following syllabus:

1. Introduction to Service Delivery Management (SDM)
- Overview of SDM and its role in customer support
- Understanding customer requirements and expectations
- Service level agreements (SLAs) and key performance indicators (KPIs)
- Incident management and problem resolution processes

2. Customer Relationship Management (CRM)
- Building and maintaining customer relationships
- Customer communication and engagement strategies
- Handling customer complaints and escalations
- Customer satisfaction measurement and improvement

3. Service Delivery Operations
- Service desk operations and best practices
- Incident and request management processes
- Change management and release management
- Service continuity and disaster recovery planning

4. Service Quality and Performance Monitoring
- Monitoring and measuring service performance
- Service reporting and metrics analysis
- Service improvement initiatives and techniques
- Service quality assurance and compliance

5. Team Management and Leadership
- Managing service delivery teams
- Team development and motivation
- Effective communication and collaboration
- Leadership skills for SDM roles



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The SDM-2002001040 SDM Certification - CARE (SDM_2002001040) test is a certification offered by Cisco that validates your knowledge and skills in Cisco's Customer Assurance Reporting and Escalation System (CARE). This certification is targeted towards professionals who are responsible for providing support and escalation services to customers using Cisco's products and services. The test consists of 65-75 multiple-choice and simulation questions, and it is available in multiple languages, including English, Japanese, and Chinese.

The test covers a wide range of topics, including the understanding of the CARE system, management of customer cases, identification and resolution of customer issues, escalation and communication with customers, and customer satisfaction management. Additionally, the test covers the use of Cisco's tools and resources to provide effective customer support.

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The Cisco CARE system is widely used by organizations of all sizes to provide effective customer support and escalation services. As a certified CARE professional, you will have the skills and knowledge to identify and resolve customer issues effectively, resulting in improved customer satisfaction and increased loyalty.

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