True or false? You should write new knowledge base articles every day.

What is a snippet?

A reusable text block An email template The bit of text on a ticket record A ticket The correct answer is: A reusable text block.

Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand __________.

Ease of completing a task Overall satisfaction vs. satisfaction at a particular moment Satisfaction at a particular moment vs. overall satisfaction Impact of a bug or outage The correct answer is: Overall satisfaction vs. satisfaction at a particular moment.

Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?

Net promoter score Customer satisfaction survey Customer acknowledgment survey Customer effort score The correct answer is: Customer satisfaction survey.