True or false? Your leadership team should be the ones to create the customer journey map.

What is channel switching?

Switching between responding to a customer and leaving a comment on the customer’s record in conversations. Another name for customer portal. Going from live chat to Facebook Messenger to email on a single thread. Switching from using conversations on desktop to using conversations on your mobile device. The correct answer is: Switching between responding to […]

Select all that apply. AI allows you to do which of the following in your help desk?

Expand your writing Summarize your conversation Change the tone of your writing Create a new ticket The correct answer is: Expand your writing Summarize your conversation Change the tone of your writing

Which of the following is NOT a best practice when creating knowledge base articles?

Use questions as titles Use bullet points Use a casual tone Use screenshots and GIFs The correct answer is: Use a casual tone.