Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.

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.

Which of the following is an example of when you should use a restricted knowledge base?

If you only want your customers, not prospects, to access your information If you don’t want your competitors to access your information If you only want your customers to see the articles once A&B None of the above The correct answer is: A&B.

Which of the following is NOT an appropriate way to categorize your knowledge base articles?

By persona By product or service By author By customer stage The correct answer is: By author.