Qualtrics Certification L1

Experience Management (XM)

As a discipline, XM helps organizations deliver differentiated experiences by continuously listening to feedback, propagating insights, and rapidly adapting to change.

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? A. Importing from a .QSF file B. Create a new blank survey C. A survey template from her library D. An XM Solution

B. Create a new blank survey

John wants to share his survey results in a visual way on his website so that visitors can access it. What sharing method would be best for him to use? A. Send out a report email B. Create a public report C. Send the URL that appears when he is editing his report D. Download the report as a CSV to upload into his website

B. Create a public report

Product satisfaction is an example of O data. True or false? A. True B. False

B. False

Your Survey Expiration date has passed, but you've still collected a few additional responses after the deadline! What is the most likely reason for this? A. You forgot to pause responses collection manually, which overrides your expiration deadline. B. The Partial Completion rules allows respondents to finish surveys after the survey Last Activity. C. You must delete all partial responses or they will be open until they have been completed D. You put in the wrong survey expiration date

B. The Partial Completion rules allows respondents to finish surveys after the survey Last Activity.

_____ is a discipline that is used to deliver improved experiences to different stakeholders across an organization to gain competitive advantage. A. Employee Management B. Culture Management C. Customer Management D. Experience Management (XM)

D. Experience Management (XM)

Jake's boss wants to receive the survey results report every Wednesday so that she can look at the new data and graphs each week. Which of the following sharing methods would NOT accomplish this? A. He can download it as a PDF and email it to her boss each week B. He can set up a scheduled email to her boss each week containing the results C. He can create a public report and give her the link so she can access it each week D. He can download the raw data file and send it to her each week

D. He can download the raw data file and send it to her each week

Which of the following is an example of a well written question statement? A. Product X is the most efficient and competent B. Product X offers good value for money and service C. Product X offers good customer service and online services D. Product X offers services for a fair price

D. Product X offers services for a fair price

Using the Default Report, Alice wants to show some of her questions in different visualizations. Is this possible? A. No, Alice can only add another visualization to every question in the report at once B. No, Alice would have to create a different report if she wants to add more graphs as this one cannot be customized C. Yes, Alice can add more visualizations, but only if there is space on the page D. Yes, Alice can add more visualizations to each question individually on a case by case basis

D. Yes, Alice can add more visualizations to each question individually on a case by case basis

Which of the following is an example of Operational Data (O-Data)? A. Customer ID B. Satisfaction Rating C. Net Promoter Score (NPS) D. Employee Engagement

A. Customer ID

Where in the platform can you view your Responses in Progress? A. Selecting View Reports and then clicking Response Reports B. Downloading the Distribution History C. Access Data and Analysis, then go to Responses in Progress D. Clicking Survey Options and then picking Preview Responses

C. Access Data and Analysis, then go to Responses in Progress

Which of the following is an example of Experience data (X data?) A. Loyalty Status B. Mobile Number C. Region D. Overall Satisfaction

D. Overall Satisfaction

What is an example of a positive insight organizations can gain from Experience Management? A. An organization makes a change after it is suggested by customers B. An organization becomes aware of a strength that they were not aware of and capitalizes on it C. An organization adds new resources that will be beneficial D. All of the above

D. All of the above

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? A. By default, the Partial Completion settings automatically record the responses after the set amount of time B. The respondent clicked on the opt out link in a distribution after starting the survey C. The respondent's progress was not saved D. The respondent skipped to the last question of the survey and left the others blank

A. By default, the Partial Completion settings automatically record the responses after the set amount of time

A(n) ____ is a moment of truth that affects the human components of your business. A. Experience B. Gap C. Insight D. Opportunity

A. Experience

An organization collects data about a future interaction to understand the potential reaction to the interaction. What kind of data is being collected? A. Experience Expectations B. Ad Hoc Diagnostics C. Relationship Attitudes D. Choice Preferences

A. Experience Expectations

Which of the following attributes are true about naming conventions for embedded data? Select all that apply A. Spelling of the field must match the data exactly B. It is case and syntax sensitive C. Special characters are ignored D. The naming should match the naming used in the contact list

A. Spelling of the field must match the data exactly B. It is case and syntax sensitive D. The naming should match the naming used in the contact list

Jane wants to collect respondents' email address in a survey. Which question type will allow participants to add this information? A. Text Entry B. Side by Side C. Multiple Choice D. Descriptive Text

A. Text Entry

Survey Length plays an important role in influencing survey completion rates. A. True B. False

A. True

True or False: The Results report is designed to automatically create a visualization for each of the questions and embedded data fields of your survey. A. True B. False

A. True

Three of the following can be viewed together in the Data Table in Data & Analysis. Which choice must be viewed separately from the rest? A. View Responses in Progress B. View Completed Responses C. Partial Responses that have been closed D. Test and Preview Responses

A. View Responses in Progress

When is it advisable and/or possible to use Display Logic? A. When you need to display questions or content based on respondents answers from previous questions. B. When you need to screen respondents out of your survey based on their answers C. When you're jumping respondents past (or hiding) a lot of unnecessary questions based on the current question. D. When you need to jump respondents to another block in the survey

A. When you need to display questions or content based on respondents answers from previous questions.

When importing responses to Qualtrics, can you use this data in Reports and Results? A. Yes B. No

A. Yes

Jennifer has a question that asks "What location do you go to?". She would like to be able to breakout the report by age so that she can get a better idea of which age groups attend which locations. Is this possible? A. Yes, she can breakout specific visualizations by the age field B. Yes, she can breakout the whole question and not just individual visualizations by the age field C. No, she can only breakout the entire report by age D. No, there is no feature that would allow her to do this

A. Yes, she can breakout specific visualizations by the age field

An organization that is consistently collecting and acting on feedback data to nurture an environment of continuous improvement. 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? A. Technology B. Culture C. Competency D. Execution

B. Culture

True or False: You can import your data into a blank project that does not have a survey. A. True B. False

B. False

True or false: Page breaks can only be added between blocks and not between questions. A. True B. False

B. False

Which of these is NOT a key component of the XM Operating Framework? A. Culture B. Proficiency C. Competency D. Technology

B. Proficiency

When building questions, what are automatic choices? A. Answer choices that are automatically selected when the respondent first sees a question. B. An auto-advance feature, so when respondents click an answer choice they're immediately advanced to the next question in the survey C. A pre-made list that once selected will automatically populate the chosen scale for your question. D. Questions that do not allow you to select your own answer choices as they are from the library

C. A pre-made list that once selected will automatically populate the chosen scale for your question.

What is the most efficient way to filter out underage respondents' responses from your data? A. Filter responses by completion date, select the underage respondents, and choose With Selected > Delete. B. Filter your responses by completion date, select all of the responses tagged "underage," and choose With Selected > Delete. C. Filter responses by the age question, select the underage responses and choose With Selected > Delete. D. Export the data, delete the responses from underage respondents and import the data back into your account.

C. Filter responses by the age question, select the underage responses and choose With Selected > Delete.

Which of the following examples of question wording is written according to design best practices? A. How satisfied were you with our food and customer service? B. Do you always shop at our store? C. How satisfied were you with the customer support representative? D. How satisfied were you with the fast and improved online experience?

C. How satisfied were you with the customer support representative?

Which of the following question-wording is an example of a double barreled question? A. Please rate our customer service on their patience B. Please rate our customer service on their efficiency C. Please rate our customer service on friendliness and efficiency D. Please rate our customer service on their friendliness

C. Please rate our customer service on friendliness and efficiency

Which of the following is true when it comes to making changes to the Report Settings? A. The changes you make only apply to specific graphs B. The changes you make only apply to specific questions C. The changes you make apply to the entire report D. The changes you make only apply to specific pages

C. The changes you make apply to the entire report

Culture

Culture is defined as the mindsets and beliefs that nurture XM-centric attitudes and behaviors across an organization. The culture of an organization can either accelerate or inhibit the spread of XM competencies. Companies need to foster an environment that encourages XM-centric mindsets and behaviors in their leaders and employees

Which question type below would be most suitable for you to display a set of instructions, an introduction or a consent form in your survey? A. Text Entry B. Multiple Choice C. Graphic Question Type D. Descriptive Text

D. Descriptive Text

Experience Expectations

Experience Expectations is how people think and feel about a future interaction with an organization, which can be collected on a regular cycle or periodically.

X data

X data is defined as data that is actively being collected from stakeholders that helps an organization understand experiences.