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

Fill 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 The correct answer is: answer a generic question.

What is channel switching?

Switching between responding to a customer and leaving a comment on the customer’s record in conversations. Another name for customer portal. Going from live chat to Facebook Messenger to email on a single thread. Switching from using conversations on desktop to using conversations on your mobile device. The correct answer is: Switching between responding to […]

According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:

Today Tomorrow Next week Next year The correct answer is: Tomorrow.