______________ is a value-based judgement of what the experience should be like for a customer.

• A) None of the given option
• B) Positive customer experience
• C) Affective customer experience
• D) Normative customer experience

‘Photos uploaded’ is the best example of which one of the following customer engagement measure?

• A) Influence
• B) Intimacy
• C) Involvement
• D) Interaction

__________ can deliver inaccurate readings of human website visitors because of caching and visits by web spiders from search engines.

• A) Search engine optimization
• B) Logfile analysis
• C) Page-tagging
• D) Web analytics

_______________ provides better data and analysis on which to judge the commercial return from marketing activities, improved transparency and faster (almost real-time) information for management.

• A) Closed-loop marketing
• B) Trigger marketing
• C) Campaign management
• D) Marketing automation

_______________ consists of both cognitive impressions and affective impressions.

• A) Customer exposure
• B) None of the given option
• C) Experience economy
• D) Customer experience

____________ store data in two-dimensional tables comprised of rows and columns, like a spreadsheet.

• A) Hierarchical database
• B) Relational database
• C) Structured database
• D) Network database

___________ take the form of textual or non-textual files.

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

____________ software is often integrated with a service knowledge base that enables technicians to diagnose and fix problems quickly, document management, billing systems, and a reporting engine.

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

___________ tell you that an observed case has more or less of some characteristics than another observed case.

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

___________ applications usually integrate with Outlook and other calendaring and communications applications.

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

_____________ enables service staff to review their workload, to-do list, and priorities as directed by their manager or scheduler and to report back on progress, results and issue resolution.

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

_____________ covers the full cycle of activities involved from receiving initial notification of a matter of concern to a customer to its final resolution and the case file being closed.

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

______________ applications help users compose, personalize, format, and deliver content acquired from various sources in the form of targeted electronic and physical communications.

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

________ 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