CX2201WB – The CX Coordinator Role Exam 2026 | Complete Study Guide & Practice Questions
What should be the DAILY focus of a CX Coordinator? - (answer)not Management updates, CX trend
reports and benchmarking
Where are the dealership's CSI and SSI scores reported in real time? - (answer)CX Dashboard
Industry research has repeatedly demonstrated that positive customer experience is the determining
factor in __________. - (answer)long-term retention and loyalty to the dealership
What conditions trigger a customer Case Alert in the CX Case Management system? - (answer)A less-
than-ideal response on key satisfaction survey questions or Net Promoter Score (NPS) ratings
Once initial Sales and Service Qualifiers are met in the Customer First program, final dealership
incentives are determined based on what metrics? - (answer)SSI, CSI and FFV Scores
Which of the following is NOT a key responsibility of the CX Coordinator role? - (answer)Submit all
completed OS Plus Delivery Checklists to Stellantis
Once a CX Case Alert has occurred, what is the ideal tool to help track, communicate and engage other
dealership team members in the issue? - (answer)not Owner Support Plus
What is the key factor to being successful at all CX Coordinator responsibilities? - (answer)notProcess
mapping
Which DealerCONNECT dashboard should CX Coordinators use to monitor and assess dealership training
progress for all relevant job positions? - (answer)Performance Institute Analytics Dashboard
Where can CX Coordinators find customer verbatim comments from surveys on DealerCONNECT? -
(answer)CX Dashboard
What After Sales issue is considered by many the single greatest source of customer frustration? -
(answer)Service comebacks/Fixed First Visit issues
What should be the DAILY focus of a CX Coordinator? - (answer)not Management updates, CX trend
reports and benchmarking
Where are the dealership's CSI and SSI scores reported in real time? - (answer)CX Dashboard
Industry research has repeatedly demonstrated that positive customer experience is the determining
factor in __________. - (answer)long-term retention and loyalty to the dealership
What conditions trigger a customer Case Alert in the CX Case Management system? - (answer)A less-
than-ideal response on key satisfaction survey questions or Net Promoter Score (NPS) ratings
Once initial Sales and Service Qualifiers are met in the Customer First program, final dealership
incentives are determined based on what metrics? - (answer)SSI, CSI and FFV Scores
Which of the following is NOT a key responsibility of the CX Coordinator role? - (answer)Submit all
completed OS Plus Delivery Checklists to Stellantis
Once a CX Case Alert has occurred, what is the ideal tool to help track, communicate and engage other
dealership team members in the issue? - (answer)not Owner Support Plus
What is the key factor to being successful at all CX Coordinator responsibilities? - (answer)notProcess
mapping
Which DealerCONNECT dashboard should CX Coordinators use to monitor and assess dealership training
progress for all relevant job positions? - (answer)Performance Institute Analytics Dashboard
Where can CX Coordinators find customer verbatim comments from surveys on DealerCONNECT? -
(answer)CX Dashboard
What After Sales issue is considered by many the single greatest source of customer frustration? -
(answer)Service comebacks/Fixed First Visit issues
