True or false? You could use an NPS survey to assess overall sentiment of your employees.

Agent collision detection tells you when another agent is ________.

working on the same message. about to bump into you on the street. available for live chat. unavailable for live chat. The correct answer is: working on the same message.

Which report(s) do you 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 The correct answer is: Ticket volume by category.

Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.

editing records customization views pipelines The correct answer is: records customization.