CX Certification
A group of individuals to whom a ticket can be triggered.
"Team" within Qualtrics Ticketing
When did the term CX enter the lexicon?
Around 2010
How many variables are displayed in a single Regression Card?
As many as are selected (up to 20)
What types of data can you not edit?
Survey metadata, such as dates Randomized viewing order of question, choices, or elements Heat map Custom fields (variable creation)
What is a reason to add the same question multiple times in your mapping?
To recode the two versions of the question separately
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
Which choice, found in the Survey Options, removes the IP address from the dataset?
Anonymize Responses
Strong CXM 4 financial results
Increase customer lifetime value Decrease cost to serve Decrease cost of acquisition Increase customer retention and loyalty
Which combination of image formats are supported by Qualtrics.
JPG, PNG, GIF
Which options are available for Cleaning and Creating variables? (Select all that apply)
Logic, Formula, Bucketing
What does Qualtrics call the feature that lets you change the font, size, and color of your text?
Rich Content Editor
Creates a drop-down menu on the ticket that individuals can select from to note the reason the ticket was created.
Root Cause
URL to use to have survey linked to website - works best in this situation as it can be pasted onto a website and anyone who clicks on the link will be able to take the survey.
anonymous link
data and analysis tab, dashboard
ways to access textiq
file type is necessary to upload contacts into Qualtrics.
,csv or .tsv
How many variables are displayed in a Describe Card?
1
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.
How many variables are displayed in a single Relate Card?
2
What is the maximum number of dimensions you can add in Vocalize weighting?
3
A ID specific to your Qualtrics account that gives Qualtrics' API the ability to access your surveys and other features.
API Token
Where do you change your timezone settings?
Account settings - user settings
Someone who has edit permission on my dashboard could:
Add or delete widgets or share with other users
Which field types can be used as filters (Select all that apply)
All fields can be used as filters
Blocks, questions, answer choices
Blocks, questions, answer choices
How can existing tickets be accessed?
By clicking on "View All Tickets" on the My Projects page.
measures the quality of the relationship between a customer and an organization.
CXM
A colleague was looking at your survey and observed that you setup Next button text that is different from the rest of the survey. How did you do this?
Changed it in Block Options
What are Automatic Choices?
Choices that automatically populate based on the question you are asking and the choices you begin inputting
What is the best way to import questions from one of your own previously created surveys?
Choose import question from My Surveys
How can you export your response reports to a PDF file while working inside the View Response module? (Pick 2)
Click the PDF button in the corner of the report screen
How do you force save Qualtrics on a Mac?
Command - S
AKA Competitive benchmarking. Competitive relationship studies too conduct relational measurement, understand awareness, consideration, usage, attitudes, key drivers (of satisfaction, of engagement, of spend, etc.), and affinity. The difference is that one or more used brands are also examined within the survey. By incorporating additional brands, an organization introduces the context of the competitive landscape into the results.
Competitive Relation Measurement
What are the two parts of an action?
Conditions and Tasks
Which of the following does the Activity section of a ticket record? (Select all that apply)
Creation of sub-tickets, Re-assignment of the ticket, Any comments, Changes in ticket status
Seeks to identify optimal segmentation variables, optimal number of segments, descriptions for segments and, in some instances, develop personas for segments.
Custom segment and analytics
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
As a brand admin, which options do I have for allowing non-Qualtrics users to see my dashboard. (Select all that apply)
Email a JPG or other picture file type or email a PDF
If your Contact Frequency settings prevent an email from being sent to an individual, how will this be reported in your mailing history?
Email skipped
True or False: Embedded Data fields are no longer case sensitive in Vocalize
False
True or False: Once I have deleted a question, it can never be restored.
False
True or false: An Intercept must be deleted in order for it to no longer appear on your site after it has been published and activated.
False
True or false: Question numbers update sequentially and automatically every time you add, delete, and reorder your questions.
False
True or false: You can copy entire pages, but you cannot copy widgets.
False
Which of the question types would work most appropriately for a Likert Scale?
Matrix
"Metric" is the generic term for the type of calculation you would like a widget to perform on your data. The default metric for most widgets is "Count" and in the case of a multiple choice question returns how many respondents selected each answer choice. Other metrics include "Average," "Median," and "Correlation."
Metric in a widget
Which survey link fits all four of these criteria? Unique to each participant. Relies on browser cookies. Allows taking the survey again and again. Can't send Reminder and Thank You messages.
Multiple Completes Link
Which specialty question type uses a standard scale from 0-10 and produces a customer loyalty metric?
NPS
Name four common CX metrics
Net Promoter Score® Customer Satisfaction (CSAT) Customer Effort Score (CES) Share of Wallet
Any survey you create is initially marked with a status of...
New
Who has access to the Ticket Reminders tool?
Only Admins
What will happen if you select a field that is not compatible with the widget you are modifying?
Only compatible fields are displayed
You would like to have an intercept appear on any page of your website, but only if the web viewer's last visited page was the shopping cart page. Which intercept logic is needed to set this up correctly?
Page referrer
Which of the following statements is true about pages in dashboards?
Pages allow you to organize widgets in a more viewer friendly way
Modify the text or numeric value answer choices of a question from their values in the survey
Recode editor in vocalize
What happens if a respondent doesn't answer a question and hits the Next button to go on to the next question. (Select all that apply.)
Request response: Asks participants to fill in the question, but will let them continue if they don't. Force Response: Won't let the client continue No validation: Nothing happens
Imagine that you have created a 20 question survey. As you added questions, you changed the text color in about 10 of your questions using the Rich Content Editor, but it looks awful! It's inconsistent and the colors are clashing with your business theme. What can you do to fix it?
Select Strip Formatting from the Tools menu
Which one of the following Target Audience features is only available to Brand Administrators?
Setting global contact frequency
What can you NOT do from the page options menu?
Share the page
Which of the following set-ups is Embedded Data incompatible with?
Skip logic
What are the three types of CX programs?
Strategic, transactional, and digital
If two questions from two separate surveys are mapped to the same field, what is the default when this field is used for a widget?
The widget will include responses from both surveys
Define: Single-Brand Relational Study
These surveys are created to assess from a high level the relationships customers develop with your organization. Organizations conduct these studies to define relational measurement, understand awareness, consideration, usage, attitudes, key drivers (of satisfaction, of engagement, of spend, etc.), and affinity.
Which of the following is a type of task?
Ticket
When creating a ticket task, which feature allows you to choose specific information you would like to be included on the ticket?
Ticket Data
When will it be advisable and/or possible to use Skip Logic? Select all that apply.
To skip a respondent to a subsequent question in the same block. To skip a respondent past a large number of questions to the end of the survey
You have written your survey in English and have a French translation uploaded. You started entering a German translation too, but abandoned it. When you preview your survey, you notice that German is still available as an option in the language dropdown. How can you remove this option?
Tools - translate survey - deselect German
parent topics
Topics that include other Topics, allowing you to create a hierarchy of text Topics.
True or False: Dashboard Viewers cannot create new filters on a dashboard page.
True
True or False: Embedded Data must be added manually to your data mapping.
True
True or False: Once a ticket is closed, it can only be reactivated by a Brand Admin
True
True or False: The Look & Feel menu lets you to change the font and size of all the text in your survey. This includes the text found in error messages, as well as default and End of Survey messages.
True
True or False: The Survey Flow moves respondents from top to bottom.
True
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
True or False: When you delete a Block, questions in that Block will go to the trash.
True
True or False: You can connect multiple surveys to one dashboard.
True
True or False: You can insert videos or images into the answer choices of a question.
True
True or False: You must Save a theme to apply the theme's Look & Feel to your survey.
True
True or false: Default authentication messages are automatically translated into your survey's various languages.
True
True or false: When you click Add Widget, the new widget will be added to the bottom of the current page.
True
True or false: Widgets automatically lock to the top of the page.
True
What of the following is an advantage of using Roles?
Using roles saves time while sharing dashboards with multiple individuals
When weighting data in Vocalize...
You MUST enter percentages that add to 100%
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
Whenever you upload a file of contacts to a mailing list, they are automatically added to the overarching Directory too.
You have added a group of individuals to a mailing list by uploading a file into the mailing list. What needs to take place for these individuals to be added to the Directory as well?
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
To organize and categorize questions in a survey
block's primary function
A single aggregate number calculated based on all or a filtered subset of responses
custom metric
the contacts will still exist in the directory and in any other lists they've been added to. Completed survey responses will remain in the contact's history, and no response data will be deleted from the survey.
deleted mailing list
use ___ when you have multiple options to consider and when you have a previous condition that comes before the current question.
display logic
focus on CX improvements around the business without addressing underlying operational and cultural issues.
early stages of maturity model
"CX is the basis for our organization's ongoing differentiation"
embed maturity phase
NOT a field option for deduplication
embedded data
editing mode
for adding and modifying topics
each participant receives a personal link that can be used multiple times. Each time this link is used, a new response is added to your results and the same contact list information is recorded
multi completes link
text analysis phases
plan, build, clean, analyze, take action
analysis mode
to view visualizations that depict trends in your text iQ data.
True or False: When you edit an embedded data value for a member of a mailing list, that member will be updated in all lists they are a part of.
true
Identify the symbol used for Piped Text, such as the Piped Text button in the Rich Content Editor.
{a}
