CX Certification Test

CX Certification Test When did the term CX enter the lexicon? - Around 2010 What are the four main avenues that Qualtrics sees its customers translating CX into financial impact? - Customer Retention, Customer Lifetime Value, Cost to Serve, Cost of Acquisition What are the three types of CX programs? - Strategic, transactional, and digital Name four common CX metrics - Net Promoter Score® Customer Satisfaction (CSAT) Customer Effort Score (CES) Share of Wallet How do you force save Qualtrics on a Mac? - Command - S You were using Edit Multiple, but after you collected a few responses you noticed it was gone. Why did this happen? - You began collecting actual responses The Preview Survey button at the top of the Survey module launches a new window that displays an interactive preview of your survey. Which of the following statements are true about the preview survey process? Mark all that apply. - You can place a bookmark in order to return to the same spot and by ignore validation you can skip answer validation in Qualtrics questions A colleague shared their project with you, but you can't edit it. The Edit Survey button is grayed out in the Project Actions dropdown on the Projects page. Why is this happening? - Your colleague didn't enable edit project when they shared it Which question type below would be most suitable for you to display a set of instructions, an introduction, or a static consent form in your survey? - Descriptive Text Which specialty question type requires setup outside of Qualtrics; for example, with the aid of an Excel spreadsheet or another application that formats CSV files. - Drill Down Which specialty question type uses a standard scale from 0-10 and produces a customer loyalty metric? - NPS What is the best way to import questions from one of your own previously created surveys? - Choose import question from My Surveys True or False: To insert a pre-made demographics or satisfaction scale question from the Qualtrics Library, choose Import Questions From, then Select Qualtrics Library, followed by Survey Library. - True Which of the question types would work most appropriately for a Likert Scale? - Matrix What are Automatic Choices? - Choices that automatically populate based on the question you are asking and the choices you begin inputting True or False: Once I have deleted a question, it can never be restored. - False When will it be advisable and/or possible to use Display Logic? Select all that apply. - Use display logic when you have multiple options to consider and when you have a previous condition that comes before the current question. Pick the three statements in this list that are accurate regarding the Duplicating feature. - 1. Duplicated blocks only leave one set up questions in your data set. 2. Duplicating a block is done by clicking duplicate in the survey flow. 3. Duplicating blocks are not editable. Identify the symbol used for Piped Text, such as the Piped Text button in the Rich Content Editor. - {a} True or False: When you delete a Block, questions in that Block