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

What type of feedback survey can you add to your live chat?

CES NPS CSAT Custom survey The correct answer is: CSAT.

How often should you edit your knowledge base articles?

Any time you get negative feedback on an article Monthly Whenever products or service change pertaining to the article Quarterly The correct answer is: Whenever products or service change pertaining to the article.

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.