True or false? The only way to move tickets to different stages is manually.

You should include all of the following stages in your customer journey map EXCEPT:

First impression Delighted value First value Intended value The correct answer is: Delighted value.

A service level agreement is a(n)

Ticket pipeline Commitment between a service provider and a client Understanding of the amount of time it takes a company to solve a problem Agreement between two competing companies The correct answer is: Commitment between a service provider and a client.

Fill in the blank: You should use a customer effort score instead of a 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: Ease of completing a task.