A help desk does all of the following EXCEPT:

Which of the following CANNOT be inserted when responding in the help desk?

A snippet. An email template. A knowledge base. A ticket. The correct answer is: A ticket.

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.

True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.

True False The correct answer is: True.