________ scales have no fixed zero point.

• A) Ratio
• B) Interval
• C) Ordinal
• D) Nominal

___________is stored in a fixed and named field in a record or file.

• A) Alphanumeric codes
• B) Unstructured data
• C) Raw data
• D) Structured data

___________ do not fit a pre-defined data model.

• A) Raw data
• B) Structured data
• C) Unstructured data
• D) Alphanumeric codes

_________ data allow you to classify objects, rank them, and compare differences.

• A) Nominal
• B) Ordinal
• C) Interval
• D) Ratio

______________ as an organization chart or family tree, in which a child can have only one parent, but a parent can have many children.

• A) Network model
• B) Hierarchical model
• C) Relational model
• D) Big data model

___________ is based on finding associations between data.

• A) Affinity grouping
• B) Prediction
• C) Estimation
• D) Clustering

_________________ applications aim to ‘improve an organization’s creation, delivery, storage, and retrieval of outbound and interactive communications with its customers.

• A) Outbound communications management
• B) Inbound communications management
• C) Customer communications management
• D) Case management

______________ applications enable customer interactions through a wide range of communication media, including email, SMS, websites, social media, print and customer self-service.

• A) Customer communications management
• B) Inbound communications management
• C) Outbound communications management
• D) Case management

_____________ is the average amount of time a customer is held in a queue awaiting agent response.

• A) Abandon rate
• B) Average handle time (AHT)
• C) Volumes received
• D) Average queuing time

Data in _____________ apps need to be synchronized with the CRM database either in real-time or periodically, and attached to an account, contact or opportunity so that other customer contact staff have a complete view of customer interactions, and billable hours are recorded.

• A) Service level management
• B) Case management
• C) Activity management
• D) Customer communications management

__________is the percentage of calls in which the caller hangs up before agent response.

• A) Average handle time (AHT)
• B) Volumes received
• C) Abandon rate
• D) Average queuing time

_________ do not indicate the order of magnitude of difference.

• A) Ratio data
• B) Interval data
• C) Ordinal data
• D) Nominal data

_______________ is an attractive option for companies because it transfers the responsibility and cost for service to the customer.

• A) Knowledge-based self-service
• B) Service level management
• C) Service analytics
• D) Customer self-service

______________ is provided by a pre-defined data model that specifies the data to be stored in each field.

• A) Structured data
• B) Alphanumeric codes
• C) Unstructured data
• D) Raw data

_____________ data reside in an online transaction processing (OLTP) database.

• A) Collaborate
• B) Strategic
• C) Operational
• D) Analytical

_____________ applications ensure that each enquiry or issue gets routed to the right agent or technician for resolution.

• A) Agent management
• B) Activity management
• C) Service level management
• D) Case assignment

_______ can be used to identify cross-selling opportunities or plan store layouts, so that associated items are located close to each other.

• A) Affinity grouping
• B) Estimation
• C) Clustering
• D) Prediction

_____________ has the goal of predicting some future event or value.

• A) Affinity grouping
• B) Directed data mining
• C) Undirected data mining
• D) Clustering

____________ generally try to maximize both within-group homogeneity and between-group heterogeneity.

• A) Estimation
• B) Prediction
• C) Clustering
• D) Affinity grouping

In _______________, you may end up working through several layers of higher-level data before getting to the data you need.

• A) Hierarchical model
• B) Network model
• C) Big data model
• D) Relational model