MBOSE Class 12 Question Paper 2026 for IT ITES

FOR MBOSE CLASS 12 EXAM PREPARATION

MBOSE Class 12 2026
Question Paper · IT ITES
EXAM YEAR TYPE SUBJECT

MBOSE Class 12 2026 Question Paper IT ITES

Notes · Sample Papers · Previous Year Papers · Mock Tests

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Total No. of Printed Pages—4
HS/XII/A.Sc. Com./ITs/26
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( CRM Domestic Voice )

Full Marks : 30

Time : 1 hour

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The figures in the margin indicate full marks for the questions

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SECTION—A

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a answer from the given
1. Choose and write the correct
options : 1×8=8

(a) Which of the following is characterised by an extreme
feeling of self-importance?
(i) Narcissistic personality disorder
(ii) Borderline personality disorder
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m (iv) None of the above .co
(iii) Dependent personality disorder

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m (b) Which menu option will you use to sort data? lase
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ag (i) Tools
(ii) Data
(iii) Format
(iv) View

/83 [ P.T.O.

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( 2 )

(c) Harish has a rug business in India. He wants to start
exporting rugs to Canada but does not know if they
would sell there. The barrier he is facing is
(i) self-doubt
(ii) lack of plan
(iii) selecting the right business idea
(iv) All of the above

(d) In a steel factory, a lot of utensils are being made. The
manager finds a number of defective pieces, which
have to be discarded. How can the person minimise
the waste?
(i) Give it to kabadiwala or scrap dealer
(ii) Dump it in a landfill site
(iii) Send it back to the production line to be melted
(iv) Sell it in market

(e) In any table, the data type describes the kind of _____
that it can contain.
(i) table
(ii) data
(iii) number
(iv) column

(f) Which of the following clauses is used to remove a
primary key constraint?
(i) Delete
(ii) Drop
(iii) Alter
(iv) Remove

HS/XII/A.Sc. Com./ITs/26/83 [ Contd.

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( 3 )

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What is a crucial step for a customer service
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representative before ending a call?
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(i) Expressing gratitude
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(ii) lInterrupting
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a Making personal remarks
(iii)
(iv) Avoiding any further conversation
(h) Which option allows exporting a complete backup of
data in Zoho CRM?
(i) Export module data
(ii) Take a complete backup
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(iii) Export reports
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(iv) There is no option for complete backup export

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SECTION—B

2. Answer any four of the following very short answer-type
questions : 1×4=4
(a) What do you understand by attitude?

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(b) Name any two green jobs in the following sectors :
m (i) Construction
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g la (c) Define stress. a
a (d) Why are foreign keys allowed to have NULL values?
(e) What are the editions offered by Zoho CRM?
(f) Why is there no right way to use a laptop?

HS/XII/A.Sc. Com./ITs/26/83 [ P.T.O.

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( 4 )

SECTION—C
3. Answer any three of the following short answer-type
questions : 2×3=6
(a) Describe the ways you can make positive thinking a
habit in life.
(b) What do you understand by inter-personal skills?
(c) What are the limitations of file system and how are
those overcomed by DBMS?
(d) What are Service Level Agreements (SLAs) in the
context of customer service?
(e) What are some day-to-day activities suggested for
CRM administrators in managing data?
(f) What is occupational overuse syndrome?

SECTION—D
4. Answer any three of the following long answer-type
questions : 4×3=12
(a) What is MYSQL? What are its features?
(b) Describe the various integrity constraints.
(c) Explain some principles of active listening.
(d) Explain how data storage and usage details are
presented within Zoho CRM.
(e) How can contacts be associated with other records in
Zoho CRM for a comprehensive view of engagements?
(f) List out different safety guidelines.

HHH

HS/XII/A.Sc. Com./ITs/26/83 26K—480

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