All of the following are stages of troubleshooting EXCEPT:

When should you consider using a chatbot?

If human bandwidth is a constraint If the cost of making a mistake is low If you get a lot of standard questions All of the above The correct answer is: All of the above.

What is a snippet?

A reusable text block An email template The bit of text on a ticket record A ticket The correct answer is: A reusable text block.

True or false? Even if you have different products or services, you should try and keep them on the same customer journey map if the customer journey is similar.

True False The correct answer is: True.