Instruction: answer questions 13 to 19 based on the following text. The highlights throughout the text are cited in the questions Creating Knowledge Base Videos As customers have greater access to decent broadband internet speeds, video becomes amore practical, appealing, and expected option to get support. Research says that 69% __customers prefer video over text when learning about a product or service. Social media, mobilephones, chat tools, email, and CRM tools are increasingly focused __ making video easilyembeddable and viewable on their platforms. Using video in your knowledge base can supplementwritten answers __ engaging, visual mini-demonstrations that increase accessibility __ all skilllevels and across language barriers. Customer experience leader Shep Hyken says: "Video hasbecome one of the most cost-effective ways to promote, train, and support customers... it canboth save you money and make you money”. However, creating video content is more time-consuming than publishing a text article —and it can be harder to maintain — so picking the right places to use video is important. Video isbest used when:∙ The content is easier to show than to describe. Video can explain steps more naturally andfluidly than text or screenshots can. Lengthy lists of steps or a complex task can becumbersome for the customer to follow along with. __ example is describing how to tie __bowtie; __ manual motions are much easier to show than to describe.∙ The content is frequently visited. Invest video production time into answering commonquestions where the effort will pay off many times over, and create space for your team tofocus on the more challenging, less-common issues.∙ You want to create an emotional reaction to your content. Conveying emotion is easier throughvideo, and creating a positive emotional reaction to your business helps build customer loyaltyand trust.∙ The content changes infrequently. For cases where a part of your product doesn't change often,a video can provide significant benefit to your users by being referenced and reused regularly.∙ You’re documenting frequent changes. Not all video content needs to be highly produced andlong-term. Small, easily-replaced, or updated videos can be a powerful tool for illustratingproduct changes, particularly if you don’t need to update a voiceover at the same time.(Available at: https://www.helpscout.com/blog/video-knowledge-base/ – text especially adapted for this test). Mark the alternative that best completes the blanks in lines 15 and 16 (both occurrences) in order.

Mark the alternative that best completes the blanks in...

Q2767413

Ano: 2023

Banca: Fundação Universidade Empresa de Tecnologia e Ciências - FUNDATEC

Prova: FUNDATEC - BRDES - Analista - Área: Economista - 2023

Instruction: answer questions 13 to 19 based on the following text. The highlights throughout the text are cited in the questions

Creating Knowledge Base Videos

As customers have greater access to decent broadband internet speeds, video becomes a
more practical, appealing, and expected option to get support. Research says that 69% __
customers prefer video over text when learning about a product or service. Social media, mobile
phones, chat tools, email, and CRM tools are increasingly focused __ making video easily
embeddable and viewable on their platforms. Using video in your knowledge base can supplement
written answers __ engaging, visual mini-demonstrations that increase accessibility __ all skill
levels and across language barriers. Customer experience leader Shep Hyken says: "Video has
become one of the most cost-effective ways to promote, train, and support customers... it can
both save you money and make you money”.
However, creating video content is more time-consuming than publishing a text article —
and it can be harder to maintain — so picking the right places to use video is important. Video is
best used when:
$∙$ The content is easier to show than to describe. Video can explain steps more naturally and
fluidly than text or screenshots can. Lengthy lists of steps or a complex task can be
cumbersome for the customer to follow along with. __ example is describing how to tie __
bowtie; __ manual motions are much easier to show than to describe.
$∙$ The content is frequently visited. Invest video production time into answering common
questions where the effort will pay off many times over, and create space for your team to
focus on the more challenging, less-common issues.
$∙$ You want to create an emotional reaction to your content. Conveying emotion is easier through
video, and creating a positive emotional reaction to your business helps build customer loyalty
and trust.
$∙$ The content changes infrequently. For cases where a part of your product doesn't change often,
a video can provide significant benefit to your users by being referenced and reused regularly.
$∙$ You’re documenting frequent changes. Not all video content needs to be highly produced and
long-term. Small, easily-replaced, or updated videos can be a powerful tool for illustrating
product changes, particularly if you don’t need to update a voiceover at the same time.

(Available at: https://www.helpscout.com/blog/video-knowledge-base/ – text especially adapted for this test).

Mark the alternative that best completes the blanks in lines 15 and 16 (both occurrences) in order.

an – a – the

a – a – the

the – the – a

the – a – a

a – an – the

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