SS21CXWB - CX DASHBOARD TUTORIAL QUESTIONS WITH VERIFIED SOLUTIONS

SS21CXWB - CX DASHBOARD TUTORIAL QUESTIONS WITH VERIFIED SOLUTIONS A positive Net Promoter Score (NPS) means that your dealership has ____________. more promoters than detractors After a case has been triggered, it is critical to contact the customer within ___________. 24 hours After updating the Case Management Form, which button should you click to make sure the systems keeps your changes? Save How do you opt-in to receive email notifications when new cases are generated? Click the Profile icon in the left navigation panel to select your notification settings If the available resources and bonus materials do not provide the answers you seek, you should __________. contact the InMoment Dealer Help Desk Intentionally providing inaccurate contact information in NVDR/COIN to prevent an unhappy customer from receiving a survey is _________ interference. Direct On the Case Management Form, click the _____ tab to see the full details of the customer survey that triggered the case. Response Once a customer submits the survey, the results post to the CX Dashboard within _____________. 1 to 2 hours Regarding the CX Dashboard, which of the following will generally remain the same? Basic functionality The CX SSI and CX CSI _________ Scores are calculated at the dealership level to measure overall experience. Index The large numbers at the top of the CX Dashboard homepage are the ___________ Scores. CX Index The Net Promoter Score (NPS) is based on the responses to which question? "How likely are you to recommend this dealership to a friend, relative, or colleague?" Unintentionally forgetting to verify and update a customer's contact information during a Sales or Service visit could possibly be considered _________ survey interference. indirect Where can dealership personnel access the CX