Which of the following CANNOT be done from your help desk?

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.

True or false? Most people prefer using self-service compared to phone support.

True False The correct answer is: True.

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

Capacity Skills Customer Vacation The correct answer is: Capacity Customer