You should include all of the following stages in your customer journey map EXCEPT:

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.

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.

In Service Hub, you can set SLAs based on how long it takes your reps to first respond to a ticket and/or how long it takes reps to _____.

close the ticket. send the CSAT survey. respond to the second customer interaction. work on a new ticket. The correct answer is: close the ticket.