True or false? When connecting your email to help desk, you should connect your personal email.

In terms of a customer journey map, what does intended value refer to?

When customers expectations are exceeded The customers first experience When the customer feels confident they will get what they expect When the customer got what they expected The correct answer is: When the customer got what they expected.

All of the following are reasons to @ mention someone on a ticket record EXCEPT:

To escalate a ticket As an FYI To transfer ticket ownership To email the customer The correct answer is: To transfer ticket ownership.

How do you calculate NPS?

Percentage of promoters minus percentage of passives Percentage of promoters minus percentage of detractors, divided by percentage of passives Percentage of promoters minus percentage of detractors Percentage of promoters The correct answer is: Percentage of promoters minus percentage of detractors.