All of the following are reasons to @ mention someone on a ticket record EXCEPT:

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 […]

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.

All of the following are benefits of email support EXCEPT:

It’s immediate It provides a paper trail You can insert screenshots and gifs It’s conversational The correct answer is: It’s immediate.