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:

Which report(s) do yo 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.

A service level agreement is a(n)

Ticket pipeline Commitment between a service provider and a client Understanding of the amount of time it takes a company to solve a problem Agreement between two competing companies The correct answer is: Commitment between a service provider and a client.

Which of the following is NOT an appropriate way to categorize your knowledge base articles?

By persona By product or service By author By customer stage The correct answer is: By author.