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Detail Form
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1.
Which of the following is NOT a coaching tip best practice? (Choose One)
2.
True or False, The CPM Estimated Application Savings Report is used to quantify the cost of implementing
CPM.
3.
In CPM, a "contact" refers to _______________? (Choose One)
4.
Which of the following statements is true about CPM interactions? (Choose One)
5.
True or False, In CPM, the class group for Service Items inherits from the class group for Interactions.
6.
True or False, In most implementations, CPM becomes the system of record for customer information such
as account data and financial account transactions.
7.
Which of the following would be important to know if you were evaluating the impact of potential process
improvements on your company s business objectives? (Choose One)
8.
The starting activity for a CPM service item should be saved in the ____________. (Choose One)
9.
Which of the following rule types is not typically added when configuring a new CPM service item? (Choose
One)
10.
True or False, A CPM service item that is started in one interaction channel (e.g., email), can be resolved
during a subsequent interaction in a different channel (e.g., phone).