True or false? Each team within your company should have their own customer journey map.

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

Capacity Skills Customer Vacation The correct answer is: Capacity Customer

All of the following are reasons to @ mention someone on a ticket record EXCEPT:

To escalate a ticket As an FYI To transfer ticket ownership To email the customer The correct answer is: To transfer ticket ownership.

Fill in the blank: You should use NPS instead of 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: Overall satisfaction vs. satisfaction at a particular moment.