True False The correct answer is: False.
Author: Sara Taylor
True or false? When setting up your Conversations email inbox, you should connect your personal email.
True False The correct answer is: False.
True or false? The only way to move tickets to different stages is manually.
True False The correct answer is: False.
True or false? Knowledge base articles should be casual, personable, and anecdotal.
True False The correct answer is: False.
Fill in the blank: A knowledge base is a ______.
blog about a product or service collection of articles about a product or service place where customers can contact a company’s support team collection of reviews about a product or service The correct answer is: collection of articles about a product or service.
With Service Hub, you can complete all of the following tasks EXCEPT:
Gather intake Route tickets Monitor all social media Respond to support inquiries The correct answer is: Monitor all social media.
The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value
expected value first value second impression extended impression The correct answer is: first value.
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.
An example of an intended value milestone is when the customer expected to get her fridge fixed, ________.
and her fridge is fixed. and her fridge and sink are fixed. and the repair person arrives. but the repair person didn’t show up. The correct answer is: and her fridge is fixed.
You can do all of the following from a ticket record EXCEPT:
Make a call Send an email Create an internal task for yourself or a colleague Start a video chat The correct answer is: Start a video chat.