True or false? Customer effort score is measured on a three-point scale.

Reports bucketed under the “conversation overview” category give you insight into:

How your customers are changing over time. How effective your knowledge base is. How productive your reps are. All of the above. The correct answer is: How productive your reps are.

How often should you edit your knowledge base articles?

Any time you get negative feedback on an article Monthly Whenever products or service change pertaining to the article Quarterly The correct answer is: Whenever products or service change pertaining to the article.

Which of the following is NOT an example of an advocacy action?

Writing a case study about a customer Paying your customer to leave you a good review regardless of their actual experience. Writing a blog post about a customer Asking a customer to write you a Yelp review The correct answer is: Paying your customer to leave you a good review regardless of their actual experience.