Customer Survey Knowledge Check

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| By Rebecca Hilton
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Rebecca Hilton
Community Contributor
Quizzes Created: 3 | Total Attempts: 475
Questions: 23 | Attempts: 194

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Customer Survey Knowledge Check - Quiz

To verify your understanding of Customer Surveys, please answer a few questions.


Questions and Answers
  • 1. 

    What does a survey type determine on a survey?

    • A.

      Replacement variables

    • B.

      Number of questions

    • C.

      Type of questions

    • D.

      How it is accessed

    Correct Answer
    A. Replacement variables
    Explanation
    A survey type determines the use of replacement variables in a survey. Replacement variables are placeholders that are used to personalize the survey by inserting specific information about the respondent. They allow for dynamic content and enable the survey to be tailored to each individual participant.

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  • 2. 

    What four survey types are delivered with the PINNACLE application?

    • A.

      Subscriber, Service, Service Order, Incident

    • B.

      Subscriber, Department, Service Order, Incident

    • C.

      Subscriber, Service Subscriber, Service Order, Incident

    • D.

      Department, Subscriber, Location, Work Order

    Correct Answer
    B. Subscriber, Department, Service Order, Incident
    Explanation
    The correct answer is Subscriber, Department, Service Order, Incident. These four survey types are delivered with the PINNACLE application. The Subscriber survey type allows for gathering feedback from customers. The Department survey type is used to collect feedback from different departments within an organization. The Service Order survey type is used to gather feedback specifically related to service orders. The Incident survey type is used to collect feedback on specific incidents or issues.

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  • 3. 

    The Nav Function on the survey type determines what?

    • A.

      Where surveys of this type can be configured from

    • B.

      Who can receive surveys of this type

    • C.

      Which variables are available when creating surveys of this type

    • D.

      None of the above

    Correct Answer
    C. Which variables are available when creating surveys of this type
    Explanation
    The Nav Function on the survey type determines which variables are available when creating surveys of this type. It allows the user to navigate and select the specific variables that they want to include in the survey, tailoring it to their needs.

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  • 4. 

    The Email Column on the survey type is only used when?

    • A.

      On surveys that don't require a response

    • B.

      On surveys that don't have a subscribe assigned

    • C.

      On surveys that don't have a contact defined

    • D.

      On event based surveys

    Correct Answer
    D. On event based surveys
    Explanation
    The Email Column on the survey type is only used on event-based surveys. This means that the email column is relevant and necessary when conducting surveys that are triggered by specific events or actions, such as attending a webinar or making a purchase. In these cases, the email column is used to collect and associate the respondent's email address with their survey responses, allowing for targeted follow-up or analysis based on the event that triggered the survey.

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  • 5. 

    Each unique survey is called what?

    • A.

      Survey Name

    • B.

      Survey Definition

    • C.

      Survey Code

    • D.

      Survey

    Correct Answer
    B. Survey Definition
    Explanation
    The correct answer is "Survey Definition" because it refers to the specific description or explanation of a survey. It provides details about the purpose, objectives, methodology, and other relevant information related to the survey. This term distinguishes the unique characteristics and specifications of each survey, making it the most appropriate option among the given choices.

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  • 6. 

    How many reminders to complete a survey with a customer receive?

    • A.

      2

    • B.

      3

    • C.

      4

    • D.

      5

    Correct Answer
    A. 2
    Explanation
    Customers receive two reminders to complete a survey.

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  • 7. 

    What content on a survey does not require a response?

    • A.

      Optional questions

    • B.

      Confidential questions

    • C.

      Separator text

    • D.

      All of the above

    Correct Answer
    C. Separator text
    Explanation
    Separator text on a survey does not require a response. This is because separator text is used to divide different sections or topics within a survey and does not require any input from the respondent. It is simply used to organize and structure the survey, making it easier for the respondent to navigate through the different questions. Optional questions and confidential questions, on the other hand, may or may not require a response depending on the respondent's preference or the nature of the question.

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  • 8. 

    Which answer types require you to define choices or optons?

    • A.

      Multiple Choice and Check Boxes

    • B.

      Multiple Choice and Matching

    • C.

      Check Boxes and Matching

    • D.

      Multiple Choice and Text Field

    Correct Answer
    A. Multiple Choice and Check Boxes
    Explanation
    The answer is Multiple Choice and Check Boxes because both of these answer types require the respondent to select from a list of predefined choices or options. In Multiple Choice, the respondent can only select one option from the list, while in Check Boxes, they can select multiple options. This is different from Matching and Text Field answer types, where the respondent is not required to choose from predefined choices or options.

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  • 9. 

    You can copy surveys from what page?

    • A.

      Customer Survey List page

    • B.

      Customer Survey Profile page

    • C.

      Survey Definition Profile page

    • D.

      Survey Definition List page

    Correct Answer
    C. Survey Definition Profile page
    Explanation
    You can copy surveys from the Survey Definition Profile page.

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  • 10. 

    On the Survey Definition Questions page, what button do you click to re-order the questions?

    • A.

      Edit Checked

    • B.

      Edit All

    • C.

      Worksheet

    • D.

      Any of the above

    Correct Answer
    B. Edit All
    Explanation
    To re-order the questions on the Survey Definition Questions page, you need to click on the "Edit All" button. This button allows you to edit and rearrange all the questions in the survey, giving you the flexibility to change their order as needed. By selecting "Edit All," you can easily modify the sequence of questions and ensure they are presented in the desired order for the survey respondents.

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  • 11. 

    When enabled, surveys will be sent when service orders and incidents are what?

    • A.

      Created

    • B.

      Completed

    • C.

      Converted

    • D.

      Closed

    Correct Answer
    D. Closed
    Explanation
    When surveys are enabled, they are sent when service orders and incidents are closed. This means that once the service order or incident has been resolved and closed, a survey will be sent to gather feedback on the customer's experience. The closed status indicates that the issue has been fully resolved and the customer's interaction with the service is complete.

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  • 12. 

    If you delete a survey, you also delete the questions defined on that survey.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    When you delete a survey, you also delete the questions defined on that survey. This means that all the questions associated with the survey will be permanently removed from the system. Deleting a survey is a way to completely eliminate all the data and information related to that survey, including its questions. Therefore, the statement "If you delete a survey, you also delete the questions defined on that survey" is true.

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  • 13. 

    You can specify the number of ______________ and ________________ to skip between surveys.

    • A.

      Days and Work Orders

    • B.

      Service Orders and Incidents

    • C.

      Days and Subscribers

    • D.

      Work Orders and Subscribers

    Correct Answer
    A. Days and Work Orders
    Explanation
    The given correct answer is "Days and Work Orders". This suggests that when conducting surveys, one can specify the number of days and work orders to skip between each survey. This means that the surveys will not be conducted on consecutive days and will skip a certain number of work orders before conducting the next survey. This approach may be used to ensure a more balanced and representative sample of work orders and to avoid bias or repetition in the survey results.

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  • 14. 

    You can determine the period of time that must lapse between surveys sent to the same customer based on what field?

    • A.

      Subscriber

    • B.

      Contact

    • C.

      Email Address

    • D.

      None of the above

    Correct Answer
    C. Email Address
    Explanation
    The period of time that must lapse between surveys sent to the same customer can be determined based on the email address field. This is because each customer is likely to have a unique email address, and sending surveys too frequently to the same email address may result in spamming or annoying the customer. Therefore, using the email address field as a reference helps in ensuring that a suitable time gap is maintained between surveys sent to the same customer.

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  • 15. 

    Only active surveys can be sent as part of an event.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Active surveys are the ones that are currently available and can be sent to participants. In the context of an event, it is logical to assume that only active surveys can be sent to gather feedback or opinions from attendees. Inactive or closed surveys would not serve the purpose of collecting real-time data during the event. Therefore, the statement that only active surveys can be sent as part of an event is true.

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  • 16. 

    Survey events can be scheduled to run when?

    • A.

      Now or Later

    • B.

      Later Only

    • C.

      Now Only

    • D.

      None of the above

    Correct Answer
    A. Now or Later
    Explanation
    Events can be scheduled to run either immediately (Now) or at a later time (Later). This means that users have the flexibility to choose when they want their survey events to take place. Whether they want to gather responses immediately or at a specific time in the future, the scheduling options allow for customization and convenience. Therefore, the correct answer is "Now or Later."

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  • 17. 

    From the Survey Invitations and Survey Responses page, what can you do with the data?

    • A.

      View and Edit

    • B.

      View Only

    • C.

      Edit and Delete

    • D.

      View and Delete

    Correct Answer
    D. View and Delete
    Explanation
    From the Survey Invitations and Survey Responses page, you can view and delete the data. This means that you have the ability to see the survey responses and also have the option to remove any unwanted or irrelevant data. This feature allows you to manage and clean up the data collected from the surveys, ensuring that you only keep the necessary and valuable information.

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  • 18. 

    If the survey is marked as confidential, what information is hidden on the Survey Invitation page?

    • A.

      The questions

    • B.

      The answers

    • C.

      The email address

    • D.

      The survey definition

    Correct Answer
    B. The answers
    Explanation
    If the survey is marked as confidential, the information that is hidden on the Survey Invitation page is the answers. This means that respondents' answers to the survey questions will not be visible on the invitation page. The confidentiality setting ensures that participants can feel more comfortable providing honest and unbiased responses without the fear of their answers being exposed.

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  • 19. 

    If the survey is marked as confidential, what information is hidden from the Responses page?

    • A.

      The responses

    • B.

      The questions

    • C.

      The email address

    • D.

      The completion date

    Correct Answer
    C. The email address
    Explanation
    When a survey is marked as confidential, the email address of the respondents is hidden from the Responses page. This means that the survey administrator or anyone viewing the Responses page will not be able to see the email addresses of the individuals who have completed the survey. This helps to maintain the confidentiality and anonymity of the respondents, ensuring that their personal information is protected.

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  • 20. 

    To report on the responses, you may export them to a CSV file.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The given answer is true because the statement is stating that you can export the responses to a CSV file in order to report on them. This implies that there is a feature or functionality available that allows users to export the responses in a CSV format, which can then be used for reporting purposes.

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  • 21. 

    What settings are configured under the Email work order default?

    • A.

      Service order pre-orders Only

    • B.

      Pre-orders created through the Email to DB job

    • C.

      All work orders

    • D.

      None of the above

    Correct Answer
    B. Pre-orders created through the Email to DB job
    Explanation
    The settings configured under the Email work order default are pre-orders created through the Email to DB job. This means that when an email is received and processed by the Email to DB job, it will automatically create a pre-order for the work order. This setting allows for efficient and automated creation of pre-orders, streamlining the work order process.

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  • 22. 

    What settings are defined under each work order default?

    • A.

      Work Order Type, Category, Work Status

    • B.

      Work Order Step, Assigned To, Work Status

    • C.

      Work Order Type, Assigned To, Work Status

    • D.

      Category, Assigned To, Work Order Type

    Correct Answer
    C. Work Order Type, Assigned To, Work Status
    Explanation
    Under each work order default, the settings that are defined are the Work Order Type, Assigned To, and Work Status. These settings determine the type of work order, who is assigned to complete the work order, and the current status of the work order.

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  • 23. 

    What are the four answer types on a survey?

    • A.

      Long Answer, Short Answer, Matching, Multiple Choice

    • B.

      Text Field, Check Box, Multiple Choice, Matching

    • C.

      Long Answer, Short Answer, Check Boxes, Matching

    • D.

      Long Answer, Short Answer, Check Boxes, Multiple Choice

    Correct Answer
    D. Long Answer, Short Answer, Check Boxes, Multiple Choice
    Explanation
    The four answer types on a survey are long answer, short answer, check boxes, and multiple choice. Long answer allows respondents to provide detailed responses, short answer requires brief responses, check boxes allow for selecting multiple options, and multiple choice presents a list of options for respondents to choose from.

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