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

In HubSpot, help desk is comprised of all of the following tools EXCEPT:

Reporting Automation Knowledge base Tickets The correct answer is: Knowledge base.

In order to assess customer service agent performance, which of the following reports should you look at?

Ticket close total by rep Ticket totals over time Ticket totals by source Knowledge base article views The correct answer is: Ticket close total by rep.

In terms of a customer journey map, what does intended value refer to?

When customers expectations are exceeded The customers first experience When the customer feels confident they will get what they expect When the customer got what they expected The correct answer is: When the customer got what they expected.