Customer Survey Knowledge Check
To verify your understanding of Customer Surveys, please answer a few questions.
- 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
- 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
- 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
- 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
- 5.Each unique survey is called what?
- A.
Survey Name
- B.
Survey Definition
- C.
Survey Code
- D.
Survey
- 6.How many reminders to complete a survey with a customer receive?
- A.
2
- B.
3
- C.
4
- D.
5
- 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
- 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
- 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
- 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
- 11.When enabled, surveys will be sent when service orders and incidents are what?
- A.
Created
- B.
Completed
- C.
Converted
- D.
Closed
- 12.If you delete a survey, you also delete the questions defined on that survey.
- A.
True
- B.
False
- 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
- 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
- 15.Only active surveys can be sent as part of an event.
- A.
True
- B.
False
- 16.Survey events can be scheduled to run when?
- A.
Now or Later
- B.
Later Only
- C.
Now Only
- D.
None of the above
- 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
- 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
- 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
- 20.To report on the responses, you may export them to a CSV file.
- A.
True
- B.
False
- 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
- 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
- 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
Questions: 15 | Attempts: 50 | Last updated: Mar 18, 2022
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-
Sample QuestionThe main aim of listening to the Voice of the Customer is to identify the customers concerns.
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-
Sample QuestionYou need to take the ticket before you respond to the tickets. Otherwise, the ticket will not come back to you when the customer responds to it.
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