True or false? A knowledge base is a type of self-service.

In terms of customer support, what does triage mean?

Gathering support inquiries Responding to support inquiries Reporting and analyzing on support inquiries Categorizing and routing support inquiries The correct answer is: Categorizing and routing support inquiries.

If you’ve never set up service reports in HubSpot before, start with _________.

The report builder The report library Service analytics The report customizer The correct answer is: Service analytics.

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.