When should you use multiple ticket pipelines?
If your tickets go through different stages If you provide multiple products or services If you have multiple customer service
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When should you consider using a chatbot?
If human bandwidth is a constraint If the cost of making a mistake is low If you get a lot
Read moreWhich of the following is a benefit of phone support?
It’s cheaper for your company Customers can get immediate help for complicated issues In general, customers prefer phone support to
Read moreWhich report(s) do yo use to decide which knowledge base articles to write?
Average ticket response time Average ticket response time by rep Ticket volume by category All of the above
Read moreFill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.
Feeling and thinking Doing and looking for Doing and feeling Doing and planning to do
Read moreFill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.
employee promoter renewal marketer
Read moreWhen should a company create multiple customer journey maps?
If they sell to multiple personas that go through different processes If they sell multiple products or services If they
Read moreWhat is a snippet?
A reusable text block An email template The bit of text on a ticket record A ticket
Read moreAll of the following are reasons to @ mention someone on a ticket record EXCEPT:
To escalate a ticket As an FYI To transfer ticket ownership To email the customer
Read moreFill in the blank: When responding to a customer, you should use an email template to______.
answer a generic question answer a complicated question insert a knowledge base article transfer the email
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