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

Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?

Net promoter score Customer satisfaction survey Customer acknowledgment survey Customer effort score The correct answer is: Customer satisfaction survey.

Which of the following CANNOT be done from your help desk?

Live chat. Send an email. Use AI to summarize your conversation. 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.