Which of the following is NOT a best practice when creating knowledge base articles?

If your support reps have trouble prioritizing tickets, consider _______.

Creating a “high priority” view. Setting SLAs. Using automation to move tickets to different stages. All of the above. The correct answer is: All of the above.

Which of the following is NOT an example of an advocacy action?

Writing a case study about a customer Paying your customer to leave you a good review regardless of their actual experience. Writing a blog post about a customer Asking a customer to write you a Yelp review The correct answer is: Paying your customer to leave you a good review regardless of their actual experience.

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 agents If your tickets have different priorities The correct answer is: If your tickets go through different stages.