32 Fill in the blank: When creating a customer journey map, you should map out what your customer is _ and _. 31 You should include all of the following stages in your customer journey map EXCEPT:. 30 Fill in the blank: Creating a customer journey map will help you identify the journey from customer to _. 28 All of the following are reasons to mention someone on a ticket record EXCEPT:. 27 Fill in the blank: When responding to a customer, you should use an email template to_. 26 In HubSpot, help desk is comprised of all of the following tools EXCEPT:. 25 True of false? You can edit the NPS question in HubSpot. 24 Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand _. 23 Fill in the blank: Reach out to your _ to ask them to complete advocacy actions. 22 Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand _. 21 Which survey asks the following question: How easy was it for you to handle your issue?. 20 Scenario: Your boss wants to assess how customers feel after a technician visited their home. 19 How often should a customer effort score survey be used?. 18 All of the following are reasons to collect feedback EXCEPT:. 17 Which of the following is NOT an example of an advocacy action?. 16 You should use custom feedback surveys when you want to understand _. 15 If you want to know what your customer thinks about their sales experience, which feedback survey should you use?. 14 According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:. 13 You want to understand how your customer support team is performing. 12 Your manager wants to know who your primary persona is. 
11 True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.10 True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.9 True or false? You could use an NPS survey to assess overall sentiment of your employees.
8 True or false? You should only ask a customer to become an advocate over the phone.7 True or false? It’s a best practice to send your NPS survey to customers monthly.6 True or false? Most people prefer using self-service compared to phone support.5 True or false? Knowledge base articles should be casual, personable, and anecdotal.4 True or false? When setting up your Conversations email inbox, you should connect your personal email.3 True or false? You should only include four stages in your customer journey map.2 True or false? Even if you have different products or services, you should try and keep them on the same customer journey map if the customer journey is similar.1 True or false? Your leadership team should be the ones to create the customer journey map.
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