True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.

All 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 The correct answer is: To transfer ticket ownership.

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 of standard questions All of the above The correct answer is: All of the above.

True or false? It’s best practice to match your knowledge base design with the design of your website.

True False The correct answer is: True.