Author name: Pankaj Jangir

Question: True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well. True

Question: Your manager wants to know who your primary persona is. The best feedback survey to use is: Net promoter

Question: Which of the following is NOT a stage in HubSpot’s feedback framework? Improve the customer experience Establish listening posts

Question: All of the following are reasons to collect feedback EXCEPT: To save money To learn who your advocates are

Question: How do you calculate NPS? Percentage of promoters minus percentage of passives Percentage of promoters minus percentage of detractors,

Question: Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand __________.

Question: True of false? You can edit the NPS question in HubSpot. True False Explanation The default NPS question in

Question: A service level agreement is a(n) Ticket pipeline Commitment between a service provider and a client Understanding of the

Question: Which of the following is an example of when you should use a restricted knowledge base? If you only

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

Question: Intake is how you _____. respond to support inquiries receive support inquiries triage support inquiries acknowledge support inquiries Explanation

Question: In terms of customer support, what does triage mean? Gathering support inquiries Responding to support inquiries Reporting and analyzing