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問題1

Your company is implementing CPM to manage the account services function and other public inquiries (such as literature requests, etc). The company has 5 different account types and 10 different account request types such as billing, shipping, etc. In their current system, CSRs first choose the account type then proceed to handle the request type. 75% of the steps used to process requests are the same for each account type and all request types are applicable to each account. Some areas such as entry screens and service levels vary by type of account. You have already configured interaction search and customer verification, and have configured the CPM composite area to display account details such as account type, status, recent transactions, etc. You must now design the Interaction Driver function. You have already created an Interaction Driver category, tasks, and service items to handle the general public inquiries. Which of the following is the best design for the account services functions? (Choose One)

A. Create an Interaction Driver task category for account services. Create a new service item type for each request type. Automatically populate the account type on the service item object from composite clipboard pages. Circumstance elements of service process where differences exist.

B. Create Interaction Driver categories for each account type. Create a new CPM service item type for each account/request type combination and customize where differences exist.

C. Create Interaction Driver categories for each request type (e.g., Billing, Shipping). Create new CPM service items for each account type, and then add Interaction Driver tasks so that each account type service item exists in each request type category. Circumstance elements of the service processes where differences exist.

正確答案: A

問題2

True or False, You should NOT run the CPM Service Process Accelerator to create a new service item if the PRPC Application Accelerator has been used to generate the new work type.

A. False

B. True

正確答案: A

問題3

Which of the following is NOT a benefit of suggesting processes to a user during a customer interaction? (Choose One)

A. Reduced user training time

B. None. All of the above are benefits

C. Improved user productivity

D. Improved customer satisfaction

正確答案: B

問題4

True or False, The CPM Estimated Application Savings Report is used to quantify the cost of implementing CPM.

A. False

B. True

正確答案: A

問題5

The purpose of a CPM quality review is to _____________. (Choose One)

A. Assess system health and performance

B. Analyze historical workflow accuracy

C. Assess end user feedback on workflow screens

D. Assess CSR performance in handling a customer request

正確答案: D

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