You want to understand how easy it is for your customers to get their questions answered from your support team. The appropriate feedback survey to use is:

All of the following are stages of troubleshooting EXCEPT:

Understand the issue Find relevant context Diagnose the problem Ask for help The correct answer is: Ask for help.

Which of the following is an example of when you should use a restricted knowledge base?

If you only want your customers, not prospects, to access your information If you don’t want your competitors to access your information If you only want your customers to see the articles once A&B None of the above The correct answer is: A&B.

In terms of a customer journey map, what does intended value refer to?

When customers expectations are exceeded The customers first experience When the customer feels confident they will get what they expect When the customer got what they expected The correct answer is: When the customer got what they expected.