Check your knowledge

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Customer Service knowledge check

1.

Which of the following statements about modern customer service is true?

Engagement through Facebook and Twitter is important and growing.

Connecting products like switches and mechanical parts to the internet isn't part of customer service.

The Internet of Things is part of self-service.

Data collected from the Internet of Things is contained in knowledge bases.

2.

Which of the following statements about social media is true?

Knowledge bases are an important part of social media because everybody shares the information collected there.

Social media includes Instagram.

Social media is a slow process and isn't effective for solving customer issues.

3.

Which of the following is NOT part of a modern customer journey to get help for a product or service?

Automated bots that are programmed to answer a customer's search questions.

What happens after a customer's issue is solved.

Walking into a store and filing a warranty claim about a defective part.

You must answer all questions before checking your work.