Qualtrics Certification Exam Rated A+
_____ is a discipline that is used to deliver improved experiences to different
stakeholders across an organization to gain competitive advantage. - ANSWER-
Experience Management (XM)
"CX is the basis for our organization's ongoing differentiation". At which phase of the
maturity model does this company sit? - ANSWER-Embed
A client from the healthcare industry has a business unit that is interested in sending out
transactional surveys to previous patients who visited a clinic, and a second business
unit that reaches out to insurance policy owners for relational surveys. In order to
configure a solution in XM Directory that meets this customer's requirements, you
should advise the client to use which feature in the XM Directory? - ANSWER-Multiple
directories
A client is using Text iQ to determine qualitative relationships and has multiple surveys
that they wish to take action on, which will require adding topics created in one survey
to another. Which ways of adding topics will ensure that they are consistent across all
lines? (Select all that apply.) - ANSWER-- importing topics
- modifying queries
A CX implementation team is integrating a customer's CRM with Qualtrics using
Salesforce. Despite the fact that the workflow condition was met, a survey was not sent.
Which solution will address this error? - ANSWER-Selecting a distribution method to
activate the survey
A Qualtrics customer has a demographic block in their survey that asks respondents for
their gender, age range, and income range. In addition to questions targeting all
demographics, the client is trying to target two specific demographic groups with
additional survey questions: female respondents between the ages of 30 and 39 that
make at least $140,000 per year, and male respondents between the age of 20 and 29
that make at least $110,000. Any other respondents will not see the additional
questions. Which advanced feature available to support survey configuration for multiple
workstreams will assist the customer with these requirements? - ANSWER-Complex
branch logic
A Qualtrics customer wants their survey to ask customers for open-ended feedback on
their services and then customize the survey experience based on topics in their
feedback. To accomplish this, they will leverage _____ to analyze the topics used in
one of the Text Entry response questions and then they will use Branch Logic to send
the respondent to different paths in the survey depending on the topic present in their
response. - ANSWER-Text iQ
,A researcher wants to build a survey that she can fully customize. She has created a
survey outline to meet her specific research needs. What kind of project should be
used? - ANSWER-Create a new blank survey
A strong CX program is linked to 4 key financial results. Select each of the results from
the list below: - ANSWER-- Increase customer retention and loyalty
- Decrease cost to serve
- Decrease cost of acquisition
- Increase customer lifetime value
A(n) ____ is a moment of truth that affects the human components of your business. -
ANSWER-Experience
According to the Qualtrics data model, which term refers to a set of contacts that meet a
selection criteria? - ANSWER-Sample
action planning - ANSWER-a way for dashboard users to create and track actions
based on initiatives identified by a company to reach its goals
advanced dashboard functions - ANSWER-Action planning
Response weighting
Custom Metrics
Text iQ
SSO
All but one (1) of the following describe the nature of Topics analyzed under the Text
Tab. - ANSWER-Can be built before responses are recorded
Allison wants to create a survey to find out if people in her neighborhood would like to
have a new park in their area. She wants to post flyers around her neighborhood for
people to take the survey, but thinks that having people type out the full survey URL
might be challenging. What would be a good alternative for Allison? - ANSWER-QR
Code
Always use the ____ case when programming a survey. - ANSWER-Positive
An Action typically consists of 3 elements. Select all that apply. - ANSWER-- Event
- Task
- Condition
An organization collects data about a future interaction to understand the potential
reaction to the interaction.
What kind of data is being collected? - ANSWER-Experience Expectations
, An organization identifies issues in their service delivery operations and sets out to write
questions that will aid in collecting data related to those issues. This is an example of
XM, true or false? - ANSWER-True
An organization that is consistently collecting and acting on feedback data to nurture an
environment of continuous improvement.
Which component of the XM Operating Framework is this company trying to
strengthen? - ANSWER-Culture
Chen is beginning the procedure for configuring and deploying a Website/App
Feedback survey for a customer. Which component will need to be completed first? -
ANSWER-- Target
data impact - ANSWER-the ability they have to view, edit, export, or delete data
Derek sees that some of his responses under "recorded responses" have not been
100% finished. What would be a reason for responses to move from "responses in
progress" to "recorded responses" even if they are not complete? - ANSWER-By
default, the Partial Completion settings automatically record the responses after the set
amount of time.
During the Qualtrics implementation process, which are best practices for engaging the
client in the importance of email deliverability? (Select all that apply.) - ANSWER--
Begin conversations about deliverability early in the process
- Ensure the right people from the client's IT team are engaged
Each of the choices below is a step in the recommended workflow for creating a survey
project. What is the first step you should take? - ANSWER-Setting your research
objectives
For a Mailing List to import into Qualtrics, which of the following fields MUST be present
in the .CSV file? - ANSWER-First name, Last name, Email, external data reference
For which reason is it best to avoid forced responses on all questions in a survey? -
ANSWER-It increases abandonment of the survey
For which reasons would you utilize Embedded Data on an Action Set? (Select all that
apply.) - ANSWER-- to capture operational data
- to track which Creative the visitor saw
- to capture contextual data
From a ticket task you can add Root Causes. What does this feature do? - ANSWER-
Creates a drop-down menu on the ticket that individuals can select from to note the
reason the ticket was created.
_____ is a discipline that is used to deliver improved experiences to different
stakeholders across an organization to gain competitive advantage. - ANSWER-
Experience Management (XM)
"CX is the basis for our organization's ongoing differentiation". At which phase of the
maturity model does this company sit? - ANSWER-Embed
A client from the healthcare industry has a business unit that is interested in sending out
transactional surveys to previous patients who visited a clinic, and a second business
unit that reaches out to insurance policy owners for relational surveys. In order to
configure a solution in XM Directory that meets this customer's requirements, you
should advise the client to use which feature in the XM Directory? - ANSWER-Multiple
directories
A client is using Text iQ to determine qualitative relationships and has multiple surveys
that they wish to take action on, which will require adding topics created in one survey
to another. Which ways of adding topics will ensure that they are consistent across all
lines? (Select all that apply.) - ANSWER-- importing topics
- modifying queries
A CX implementation team is integrating a customer's CRM with Qualtrics using
Salesforce. Despite the fact that the workflow condition was met, a survey was not sent.
Which solution will address this error? - ANSWER-Selecting a distribution method to
activate the survey
A Qualtrics customer has a demographic block in their survey that asks respondents for
their gender, age range, and income range. In addition to questions targeting all
demographics, the client is trying to target two specific demographic groups with
additional survey questions: female respondents between the ages of 30 and 39 that
make at least $140,000 per year, and male respondents between the age of 20 and 29
that make at least $110,000. Any other respondents will not see the additional
questions. Which advanced feature available to support survey configuration for multiple
workstreams will assist the customer with these requirements? - ANSWER-Complex
branch logic
A Qualtrics customer wants their survey to ask customers for open-ended feedback on
their services and then customize the survey experience based on topics in their
feedback. To accomplish this, they will leverage _____ to analyze the topics used in
one of the Text Entry response questions and then they will use Branch Logic to send
the respondent to different paths in the survey depending on the topic present in their
response. - ANSWER-Text iQ
,A researcher wants to build a survey that she can fully customize. She has created a
survey outline to meet her specific research needs. What kind of project should be
used? - ANSWER-Create a new blank survey
A strong CX program is linked to 4 key financial results. Select each of the results from
the list below: - ANSWER-- Increase customer retention and loyalty
- Decrease cost to serve
- Decrease cost of acquisition
- Increase customer lifetime value
A(n) ____ is a moment of truth that affects the human components of your business. -
ANSWER-Experience
According to the Qualtrics data model, which term refers to a set of contacts that meet a
selection criteria? - ANSWER-Sample
action planning - ANSWER-a way for dashboard users to create and track actions
based on initiatives identified by a company to reach its goals
advanced dashboard functions - ANSWER-Action planning
Response weighting
Custom Metrics
Text iQ
SSO
All but one (1) of the following describe the nature of Topics analyzed under the Text
Tab. - ANSWER-Can be built before responses are recorded
Allison wants to create a survey to find out if people in her neighborhood would like to
have a new park in their area. She wants to post flyers around her neighborhood for
people to take the survey, but thinks that having people type out the full survey URL
might be challenging. What would be a good alternative for Allison? - ANSWER-QR
Code
Always use the ____ case when programming a survey. - ANSWER-Positive
An Action typically consists of 3 elements. Select all that apply. - ANSWER-- Event
- Task
- Condition
An organization collects data about a future interaction to understand the potential
reaction to the interaction.
What kind of data is being collected? - ANSWER-Experience Expectations
, An organization identifies issues in their service delivery operations and sets out to write
questions that will aid in collecting data related to those issues. This is an example of
XM, true or false? - ANSWER-True
An organization that is consistently collecting and acting on feedback data to nurture an
environment of continuous improvement.
Which component of the XM Operating Framework is this company trying to
strengthen? - ANSWER-Culture
Chen is beginning the procedure for configuring and deploying a Website/App
Feedback survey for a customer. Which component will need to be completed first? -
ANSWER-- Target
data impact - ANSWER-the ability they have to view, edit, export, or delete data
Derek sees that some of his responses under "recorded responses" have not been
100% finished. What would be a reason for responses to move from "responses in
progress" to "recorded responses" even if they are not complete? - ANSWER-By
default, the Partial Completion settings automatically record the responses after the set
amount of time.
During the Qualtrics implementation process, which are best practices for engaging the
client in the importance of email deliverability? (Select all that apply.) - ANSWER--
Begin conversations about deliverability early in the process
- Ensure the right people from the client's IT team are engaged
Each of the choices below is a step in the recommended workflow for creating a survey
project. What is the first step you should take? - ANSWER-Setting your research
objectives
For a Mailing List to import into Qualtrics, which of the following fields MUST be present
in the .CSV file? - ANSWER-First name, Last name, Email, external data reference
For which reason is it best to avoid forced responses on all questions in a survey? -
ANSWER-It increases abandonment of the survey
For which reasons would you utilize Embedded Data on an Action Set? (Select all that
apply.) - ANSWER-- to capture operational data
- to track which Creative the visitor saw
- to capture contextual data
From a ticket task you can add Root Causes. What does this feature do? - ANSWER-
Creates a drop-down menu on the ticket that individuals can select from to note the
reason the ticket was created.
