Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.

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.

Your manager wants to know who your primary persona is. The best feedback survey to use is:

Net promoter score Custom feedback survey Customer effort score Customer satisfaction survey The correct answer is: Custom feedback survey.

Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.

Ease of completing a task Overall satisfaction vs. satisfaction at a particular moment Satisfaction at a particular moment vs. overall satisfaction Impact of a bug or outage The correct answer is: Ease of completing a task.