The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value

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.

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.

How often should you revisit your customer journey map to ensure it’s kept up to date?

Whenever you get an influx of new customers When your business practices change Quarterly Whenever you get negative feedback The correct answer is: When your business practices change.