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

You can do all of the following from a ticket record EXCEPT:

Make a call Send an email Create an internal task for yourself or a colleague Start a video chat The correct answer is: Start a video chat.

What is a snippet?

A reusable text block An email template The bit of text on a ticket record A ticket The correct answer is: A reusable text block.

The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value

expected value first value second impression extended impression The correct answer is: first value.