Select all that apply. You can create SLAs based on which of the following?

True or false? Even if you have different products or services, you should try and keep them on the same customer journey map if the customer journey is similar.

True False The correct answer is: True.

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

Average ticket response time Average ticket response time by rep Ticket volume by category All of the above The correct answer is: Ticket volume by category.

What information can a user see in their customer portal?

How long a rep has to respond to the ticket before an SLA breach Ticket replies from customer service agents How many other customers have filed a similar ticket All of the above The correct answer is: Ticket replies from customer service agents.