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

Which report(s) do yo 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.

What is channel switching?

Switching between responding to a customer and leaving a comment on the customer’s record in conversations. Another name for customer portal. Going from live chat to Facebook Messenger to email on a single thread. Switching from using conversations on desktop to using conversations on your mobile device. The correct answer is: Switching between responding to […]

Select all that apply. You can create SLAs based on which of the following?

Capacity Skills Customer Vacation The correct answer is: Capacity Customer