Which of the following is NOT a step when establishing listening posts?

All of the following are benefits of email support EXCEPT:

It’s immediate It provides a paper trail You can insert screenshots and gifs It’s conversational The correct answer is: It’s immediate.

Intake is how you _____.

respond to support inquiries receive support inquiries triage support inquiries acknowledge support inquiries The correct answer is: receive support inquiries.

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

Use questions as titles Use bullet points Use a casual tone Use screenshots and GIFs The correct answer is: Use a casual tone.