Agent collision detection tells you when another agent is ________.

How often should you edit your knowledge base articles?

Any time you get negative feedback on an article Monthly Whenever products or service change pertaining to the article Quarterly The correct answer is: Whenever products or service change pertaining to the article.

Fill in the blank: When responding to a customer, you should use an email template to______.

answer a generic question answer a complicated question insert a knowledge base article transfer the email The correct answer is: answer a generic question.

Which of the following is NOT an appropriate way to categorize your knowledge base articles?

By persona By product or service By author By customer stage The correct answer is: By author.