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

All of the following are reasons to @ mention someone on a ticket record EXCEPT:

To escalate a ticket As an FYI To transfer ticket ownership To email the customer The correct answer is: To transfer ticket ownership.

Which of the following CANNOT be inserted when responding in the help desk?

A snippet. An email template. A knowledge base. A ticket. The correct answer is: A ticket.

An example of a customer using self-service is when they:

live chat with an employee Search for their inquiry and finds an article Search for their inquiry and ends up calling the company emails with an employee The correct answer is: Search for their inquiry and finds an article.