Which of the following is NOT a best practice when creating knowledge base articles?

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.

Intake is how you _____.

respond to support inquiries receive support inquiries triage support inquiries acknowledge support inquiries The correct answer is: receive support inquiries.

You should use custom feedback surveys when you want to understand ________.

overall customer sentiment. how easy it was to solve a problem. the satisfaction of a particular milestone. something that’s not covered in industry standard surveys. The correct answer is: something that’s not covered in industry standard surveys.