True or false? It’s a good idea to write your knowledge base titles as questions.

Which of the following CANNOT be inserted when responding in the help desk?

A snippet. An email template. A knowledge base. A ticket. The correct answer is: A ticket.

Agent collision detection tells you when another agent is ________.

working on the same message. about to bump into you on the street. available for live chat. unavailable for live chat. The correct answer is: working on the same message.

What is channel switching?

Switching between responding to a customer and leaving a comment on the customer’s record in conversations. Another name for customer portal. Going from live chat to Facebook Messenger to email on a single thread. Switching from using conversations on desktop to using conversations on your mobile device. The correct answer is: Switching between responding to […]