What type of feedback survey can you add to your live chat?

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.

True or false? Customer journey maps are only useful for customer-facing individuals.

True False The correct answer is: False.

Which report(s) do you use to decide which knowledge base articles to write?

Average ticket response time Average ticket response time by rep Ticket volume by category All of the above The correct answer is: Ticket volume by category.