In order to assess customer service agent performance, which of the following reports should you look at?

Customer portal is a _______ offering.

knowledge base help desk customer feedback self-service The correct answer is: self-service.

Fill in the blank: A knowledge base is a ______.

blog about a product or service collection of articles about a product or service place where customers can contact a company’s support team collection of reviews about a product or service The correct answer is: collection of articles about a product or service.

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.