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

Reports bucketed under the “conversation overview” category give you insight into:

How your customers are changing over time. How effective your knowledge base is. How productive your reps are. All of the above. The correct answer is: How productive your reps are.

You should use a call-out in a knowledge base article to:

draw the reader’s attention to an important detail tell your reader what articles to read next host Q&As ask the reader for feedback The correct answer is: draw the reader’s attention to an important detail.

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

Define your customer journey Align survey methods and goals Collect feedback Analyze feedback The correct answer is: Analyze feedback.