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

What information can a user see in their customer portal?

How long a rep has to respond to the ticket before an SLA breach Ticket replies from customer service agents How many other customers have filed a similar ticket All of the above The correct answer is: Ticket replies from customer service agents.

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.

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.