qualtrics

your survey includes a question asking respondents to state the number of children they have. which field type is most suitable for this data? a. numeric value b. number set

b. number set

how often should Project Health be updated in Mavenlink? a. daily b. weekly c. monthly d. as an issue arises

b. weekly

which of these is NOT a key component of the XM Operating Framework? a. culture b. proficiency c. competency d. technology

b. proficiency

what kind of file is necessary for uploading contacts into Qualtrics? select all that apply a. .csv b. .tsv c. .xslx d. .xml e. .doc

a. .csv b. .tsv

typically, what are the 2 most important CX metrics to capture in a Digital Feedback program a. CSAT b. NPS c. CES d. CLV

a. CSAT c. CES

when using CSAT questions, what answer scales are recommended? select all that apply. a. 3 point scale b. 5 point scale c. 7 point scale d. 10 point scale

b. 5 point scale c. 7 point scale

what is often considered the most common metric to capture in a relational study? a. CSAT b. CES c. NPS

c. NPS

select which question type is NOT compatible with 2-way SMS Distribution: a. Single Answer Multiple Choice b. Text Entry c. Rank Order d. NPS

c. Rank Order

which specialty question type uses a standard scale from 0-10 and produces a customer loyalty metric? a. Net Promoter Score (NPS) b. Likert Scale c. Side by Side Bipolar or MaxDiff d. Pick, Group and Rank

a. Net Promoter Score (NPS)

which of the following is a type of task? a. Ticket b. New Survey Session c. Content List Trigger d. Action

a. Ticket

when creating a ticket task, which feature allows you to choose specific information you would like to be included on the ticket? a. Ticket Data b. Root Cause c. Priority d. Owner

a. Ticket Data

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

what type of link is QR code connected to? a. anonymous link b. multiple link c. individual link d. personal link

a. anonymous link

you wish to make your survey public on your customer website. which link would work best for this? a. anonymous link b. multiple completes link c. individual link d. personal link

a. anonymous link

which of the following features can be randomized inside your survey? select all that apply. a. answer choices b. questions c. timer length d. carry forward e. blocks

a. answer choices b. questions e. blocks

which of the following does the Activity section of a ticket record? (select all that apply) a. any comments b. changes in ticket status c. creation of sub-tickets d. re-assignment of the ticket

a. any comments b. changes in ticket status c. creation of sub-tickets d. re-assignment of the ticket

how can existing tickets be accessed? a. by clicking on "View All Tickets" on the My Projects page b. by clicking on the Actions button in the Survey tab c. from the Admin tab d. by creating a Ticket Project

a. by clicking on "View All Tickets" on the My Projects page

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

all but one of the following describe the nature of Topics analyzed under the Text Tab a. can be built in before responses are recorded b. act like Custom Fields c. behave as Embedded Data d. can be used in filters e. can be used in reports

a. can be built in before responses are recorded

From a ticket task you can add Root Causes. What does this feature do? a. creates a drop-down menu on the ticket that individuals can select from to note the reason the ticket was created b. adds all root causes as Embedded Data to a response that triggers a ticket c. creates a bar-graph accessible to admins d. none of these

a. creates a drop-down menu on the ticket that individuals can select form to note the reason the ticket was created

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

which of the following is NOT a field option for deduplication? a. embedded data b. first name c. last name d. email

a. embedded data

for which purpose is the QPN Assistant used? (select all that apply) a. escalating an implementation issue b. requesting services c. testing the XM program d. providing solution scoping e. giving feedback f. requesting a specific feature

a. escalating an implementation issue b. requesting services e. giving feedback f. requesting a specific feature

an Action typically consists of 3 elements. select all that apply. a. event b. trigger c. task d. condition

a. event c. task d. condition

i want to send an email to the sales team whenever a survey respondent selects that they're interested in learning more about our products. what type of action is this? a. event-based b. scheduled

a. event-based

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

as a brand admin, which options do i have for allowing non-Qualtrics users to see my dashboard? (select all that apply) a. export a PDF, JPG, /CSV of the dashboard and send it via my personal email b. use the email dashboard feature within a dashboard to send a PDF of the dashboard c. use the Share menu to share to an email address

a. export a PDF, JPG, /CSV of the dashboard and send it via my personal email b. use the email dashboard feature within a dashboard to send a PDF of the dashboard

sally wants a question from her survey to appear in the survey invitation email. which tool enables her to do this? a. in-line question b. embedded data c. opt-out link d. survey options

a. in-line question

a strong CX program is linked to 4 key financial results. select each of the results from the list below: a. increase customer retention and loyalty b. decrease cost to serve c. increase share of wallet d. decrease cost of acquisition e. increase market share f. increase customer lifetime value

a. increase customer retention and loyalty b. decrease cost to serve d. decrease cost of acquisition f. increase customer lifetime value

which statement best describes the Evenly Present Elements feature in the Randomizer? a. it keeps track of the number of times each element (like a block of questions) is presented and skews the Randomizer in an attempt to present elements equally b. it forces the first respondent to receive the first element (such as a block of questions), then takes the second respondent to the second element, then toggles back and forth evenly until all have finished the survey c. it keeps track of the number of times each block of questions is presented and skews the Randomizer to present blocks roughly equally

a. it keeps track of the number of times each element (like a block of questions) is presented and skews the Randomizer in an attempt to present elements equally

name the process that identifies the roots of search words and groups their invariants to aid in text analysis. a. lemmatization b. truncation c. reduction d. parsing

a. lemmatization

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 a. multiple completes link b. individual link c. anonymous link

a. multiple completes link

when gathering data from the Partner Delivery Insights Program, by which method can the CSAT trigger survey be accessed? (select all that apply) a. partner portal b. pulse c. mavenlink d. thought industries e. QPN assistant

a. partner portal c. mavenlink e. QPN assistant

tom wants to send a survey so that each person receives a unique link for response tracking, but wants to send the email invite from his own internal email platform. which distribution link type should tom use? a. personal link b. email distribution (individual link) c. anonymous link d. QR code

a. personal link

which of the following is NOT an example of a leading question? a. please tell us what you think about the updated product packaging b. please tell us what you think is good about our new product packaging c. please tell us what you think about the new and improved product packaging d. please tell us what you love about the new product packaging

a. please tell us what you think about the updated product packaging

Sentiment Analysis categorizes text responses by respondent opinion. of the lists below, which contains the correct opinion categories? a. positive, negative, mixed, neutral b. positive, negative, neutral c. positive, negative d. like, dislike, neutral

a. positive, negative, mixed, neutral

what does Qualtrics call the feature that lets you change the font, size, and color of your text? a. rich content editor b. piped text editor c. styling editor

a. rich content editor

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? a. select all of the questions, click the Tools dropdown, and select Strip Formatting b. select all of the questions and click Remove Formatting c. go to the Look & Feel menu and reset all the color swatches back to the original colors by clicking Reset Colors

a. select all of the questions, click the Tools dropdown, and select Strip Formatting

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

which statement is true for the process of requesting a feature due to a product issue or a broken feature? a. the product functionality should first be verified as not intentional b. the QPN assistant is consulted to determine if the idea has been posted c. new ideas can be documented by using a button in Mavenlink d. the Partnership Delivery Manager is responsible for escalating the feature request

a. the product functionality should first be verified as not intentional

if you delete a mailing list, what will happen to the contacts that were a part of the list? a. they will be preserved in the directory with all Embedded Data b. they will be deleted from the directory c. you cannot delete mailing lists d. they will be preserved in the directory but will lose all Embedded Data associated with that list

a. they will be preserved in the directory with all Embedded Data

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. this will happen automatically b. select the "Import to Directory" option when uploading c. upload the file a second time to your directory

a. this will happen automatically

what of the following is an advantage of using Roles? a. using roles saves you time when sharing dashboards to multiple individuals b. without roles you cannot restrict data access c. without roles you cannot use attributes d. using roles saves you time when setting up accounts

a. using roles saves you time when sharing dashboards to multiple individuals

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

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

which of the following best describes what happens when you create a new user from the User Admin tab in a Dashboard Project a. you Create a Dashboard Specific User. if you would like someone to have access to both surveys and the dashboard, you should create them from the Admin section of your XM account b. you create a new, fully usable, Qualtrics account. this user can also be found in the Admin tab of your XM account c. you cannot create new users in the User Admin tab, only edit dashboard permissions for existing accounts

a. you Create a Dashboard Specific User. if you would like someone to have access to both surveys and the dashboard, you should create them from the Admin section of your XM account

what kind of styling change(s) can be made with the Rich Content Editor? select all that apply. a. you can change the font size and style b. you can add symbols and hyperlinks c. you can add validation to require the respondent to answer the question d. you can insert media (e.g., graphics, videos) e. you can set Display Logic for a questions

a. you can change the font size and style b. you can add symbols and hyperlinks d. you can insert media (e.g., graphics, videos)

which statement is true of the process of escalating a support ticket? a. the first point of contact to escalate support tickets is the XM scientist b. any and all workarounds provided and attempted should be included c. the Partner Delivery Manager should be engaged in each escalation d. escalation of the support ticket occurs through the QPN assistant

b. any and all workarounds provided and attempted should be included

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

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

which task is included in the Qualtrics XM Framework Realize phase? a. providing solution scoping and program design b. focusing on helping customers to achieve desired business outcomes c. building out and thoroughly testing the XM program d. encouraging program expansion to other pillars of the XM platform

b. focusing on helping customers to achieve desired business outcomes

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? a. setting a survey length b. setting your research objectives c. producing your answer choices d. planning the order of your questions

b. setting your research objectives

you wish to gain a better understanding of your customer's perspective in their own words. what question type will best enable you to do this? a. descriptive b. text-entry c. open-ended

b. text-entry

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

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

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 member of the Qualtrics team is typically only required for large-scale implementations and is rarely customer-facing? a. solution architect b. engagement manager c. build services tea member d. technical consultant

c. build services team member

"CX is the basis for our organization's ongoing differentiation". at which phase of the maturity model does this company sit? a. mobilize b. scale c. embed

c. embed

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 experiences?

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

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? a. SMS distribution b. anonymous link c. personal links d. QR code

d. QR code

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

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

thank you emails are compatible with which of the following distribution methods? a. anonymous link b. SMS distributions c. multiple completes link d. email distribution (individual link)

d. email distribution (individual link)

which term is defined as an element of a project that requires additional resourcing to resolve? a. pulse b. support portal c. CSAT survey d. escalation

d. escalation

_________ 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)

for a Mailing List to import into Qualtrics, which of the following fields MUST be present in the .CSV file? a. first name, last name, email, phone number b. first name, email, phone number c. first name, email, external data reference, phone number d. first name, last name, email, external data reference

d. first name, last name, email, eternal data reference

jake's boss wants to receive the survey results report every wednesday so that she can look at the new data an 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 created 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 Experience data (X data)? a. loyalty status b. mobile number c. region d. overall satisfaction

d. overall satisfaction

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

as new responses come into your survey, Text iQ automatically adds them to your existing topics, true or false?

false

by default, dashboard viewers cannot interact with filters, true or false?

false

it's best practice to order your scales from positive to negative. true or false?

false

on the Follow-Up page ticket owners can view all tickets created across the entire brand. true or false?

false

product satisfaction is an example of O data. true of false?

false

the follow-up Details section is used to capture the customer's contact information. true or false?

false

true or false, you cannot edit the topics recommended for you

false

true or false: page breaks can only be added between blocks and not between questions

false

true or false: sophia added a question in her survey that asks participants to input their email address and name. however, because she distributed her survey using the anonymous link, none of this data will be recordeded

false

true or false: you can import your data into a blank project that does not have a survey

false

when creating ticket statuses, you can have as many priority statuses as necessary. true or false?

false

you can copy entire pages, but you cannot copy widgets, true or false?

false

when setting conditions for Automatic Role Enrollment you can choose from any of the attribute fields, true or false?

false (the attribute UniqueID is a reserved field and cannot be used for Automatic Role Enrollment)

Customer Experience Management measures the quality of the relationship between a customer and an organization. true or false

true

an organization identifies issues in their 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?

true

if you duplicate a Survey Flow element that has other elements nested within it everything nested within the element will also be duplicated, true or false?

true

survey length plays an important role in influencing survey completion rates. true or false?

true

the early stages of the maturity focus on CX improvements around the business without addressing underlying operational and cultural issues. true or false

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

true

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

widgets automatically lock to the top-most available space on the page, true or false?

true

you can connect multiple surveys to one dashboard, true or false?

true

is it possible to override contact frequency rules that have been applied to the Directory for exceptional cases? yes or no?

yes

when importing responses to Qualtrics, can you use this data in Reports and Results? yes or no

yes