True or false? Your customer journey map should be written from the perspective of your customer.

In order to assess customer service agent performance, which of the following reports should you look at?

Ticket close total by rep Ticket totals over time Ticket totals by source Knowledge base article views The correct answer is: Ticket close total by rep.

True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.

True False The correct answer is: True.

When should you use multiple ticket pipelines?

If your tickets go through different stages If you provide multiple products or services If you have multiple customer service agents If your tickets have different priorities The correct answer is: If your tickets go through different stages.