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Detail Form
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1.
True or False, CPM service processes can be completed (Resolved) during an interaction, or can remain
open and continue processing after the interaction is completed.
2.
The CPM Interaction Driver is used to ____________________? (Choose One)
3.
To add a new task to an existing Interaction Driver category you would ________. (Choose One)
4.
True or False, A task can appear in more than one CPM Interaction Driver category.
5.
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)
6.
True or False, If more than one Intent When rule is associated with an Intent Task rule, they are evaluated
using the logical condition OR".
7.
The text that displays to the user as the task name within a CPM Interaction Driver category list is
__________. (Choose One)
8.
Which one of the following cannot be configured using the CPM Interaction Driver rule. (Choose One)
9.
The class of the Intent Task rule determines _________________. (Choose One)
10.
Which of the following is NOT a benefit of suggesting processes to a user during a customer interaction?
(Choose One)