In Service Hub, you can set SLAs based on how long it takes your reps to first respond to a ticket and/or how long it takes reps to _____.

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.

You should use custom feedback surveys when you want to understand ________.

overall customer sentiment. how easy it was to solve a problem. the satisfaction of a particular milestone. something that’s not covered in industry standard surveys. The correct answer is: something that’s not covered in industry standard surveys.

An example of a customer using self-service is when they:

live chat with an employee Search for their inquiry and finds an article Search for their inquiry and ends up calling the company emails with an employee The correct answer is: Search for their inquiry and finds an article.