True or false? It’s best practice to match your knowledge base design with the design of your website.

What is a snippet?

A reusable text block An email template The bit of text on a ticket record A ticket The correct answer is: A reusable text block.

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.

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.