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Our playbook for CES tracking across self-serve users

omar_sato_91909

Posting this for our SMB tier. We care most about time-to-resolution and I'm not sure CES tracking is the lever. Talk me out of it?

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priya_pace_9f266

Spent a week on this. The fix was tying CSAT surveys to the account owner field.

jack_boyd_1b5dd

Honestly journey alerts didn't move CSAT for us. Salesforce did more.

cole_voss_c57fd

Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.

yuki_rourke_18338

Spent a week on this. The fix was tying segments to the account owner field.

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