Fill in the blank: Companies use customer journey maps to build _______ for their customers.

True or false? A knowledge base is a type of self-service.

True False The correct answer is: True.

Which report(s) do yo use to decide which knowledge base articles to write?

Average ticket response time Average ticket response time by rep Ticket volume by category All of the above The correct answer is: Ticket volume by category.

Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.

Feeling and thinking Doing and looking for Doing and feeling Doing and planning to do The correct answer is: Doing and feeling.