True or false? You could use an NPS survey to assess overall sentiment of your employees.

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.

Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.

Ease of completing a task Overall satisfaction vs. satisfaction at a particular moment Satisfaction at a particular moment vs. overall satisfaction Impact of a bug or outage The correct answer is: Ease of completing a task.

All of the following are benefits of email support EXCEPT:

It’s immediate It provides a paper trail You can insert screenshots and gifs It’s conversational The correct answer is: It’s immediate.