______________ 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

__________ database model allows children to have one parent, more than one parent, or no parent.

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

_____________ is also known as incident management and issue management.

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

___________ databases have one or more fields that provide a unique form of identification for each record.

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

_________ scale has a fixed and absolute zero point.

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

In ____________ the only way to get access to the lower levels is to start at the top and work downwards.

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

____________ helps users explain why facts are as they are, by reference to dimensions.

• A) Online Analytical Processing
• B) Web analytics
• C) Standard reports
• D) Data mining

___________is the total number of inbound contacts across all channels.

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