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What is a snippet?
A reusable text block An email template The bit of text on a ticket record A ticket
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January 27, 2021
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All of the following are reasons to @ mention someone on a ticket record EXCEPT:
To escalate a ticket As an FYI To transfer ticket ownership To email the customer
January 27, 2021
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Fill in the blank: When responding to a customer, you should use an email template to______.
answer a generic question answer a complicated question insert a knowledge base article transfer the email
January 27, 2021
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In HubSpot, help desk is comprised of all of the following tools EXCEPT:
Reporting Automation Knowledge base Tickets
January 27, 2021
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Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
Ease of completing a task Overall satisfaction vs. satisfaction at a particular moment Satisfaction at a particular moment vs. overall satisfaction Impact of a bug or outage
January 27, 2021
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Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
promoters detractors passives marketing team
January 27, 2021
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Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
Net promoter score Customer satisfaction survey Customer acknowledgment survey Customer effort score
January 27, 2021
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All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
Offer incentives like a five dollar gift card Keep your surveys short and to the point Email customers daily until they fill out the survey Offer surveys via multiple channels
January 27, 2021
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Which of the following is NOT a step when establishing listening posts?
Define your customer journey Align survey methods and goals Collect feedback Analyze feedback
January 27, 2021
