It’s time to put what you’ve learned to the test, get 8 questions right to pass this unit.
Q1.
Which description of a persona is better?
Choose the correct answer.
A
My customer is a baker and buys products from us regularly. The customer is now our permanent customer.
B
Jim Sparkbore, 34, works in the food industry. His goal is to always be up to date and discover new products.
Q2.
What is the complexity score good for?
Choose the correct answer.
A
To understand how challenging it is to complete the journey.
B
To understand what the customer experiences during the journey.
Q3.
Which are the five core elements commonly used in customer journeys?
There are 5 correct answers.
A
Emotions
B
Documents
C
Risks & opportunities
D
Touchpoints
E
Images
F
Personas
G
Steps
H
Phases
I
Systems
Q4.
What does SAML mean?
Choose the correct answer.
A
SAML is a software licensing and delivery model.
B
SAML is an open standard for exchanging authentication data between parties.
C
SAML is an authentication method to access different applications by logging in with only one account.
Q5.
Which two ways of creating Customer Journeys are possible in the SAP Signavio Process Manager?
There are 2 correct answers.
A
Using the SAP Signavio Journey Modeler to create a table-based customer journey.
B
Auto-create a customer journey map by selecting tasks with customer involvement in a business process model.
C
Modeling a customer journey in the graphical editor with a provided notation called 'Customer Journey Map'.
Q6.
Which methods can be used to measure your customer's experience?
There are 3 correct answers.
A
Feedback survey
B
Analyze response time of customer service tickets
C
Send them a goody bag
D
Determine customer churn rate
Q7.
What would you, as an administrator, recommend, when the option "enable uploading documents and pictures" is activated?
Choose the correct answer.
A
Grant permission to all modelers to have them upload documents by themselves.
B
Grant permission only to a specific group to have it not be used as a document management system.
Q8.
What are the differences between these two types of customer journeys?
There are 3 correct answers.
A
In the design-based customer journey, additional information is maintained in the attributes and in the table-based all relevant information can be seen directly in the model.
B
The table-based view of a Customer Journey is able to include business process models, process analysis, external data, and the emotional state of the customer where as the visual Customer Journey is focused on the design to make the customer experience more tangible.
C
There are no differences.
D
The difference can be seen in the way the models are created. One variant offers a tabular view and the other a visually modeled diagram.
Q9.
What does Customer Experience mean?
Choose the correct answer.
A
Result of a marketing concept to improve the promotion of products and brands
B
Result of the customer's exposure or interaction with employees, processes, technologies, products, services, and other outputs of a company
C
Impact after launching a new product
Q10.
Why is Customer Experience important for a company?