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The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?
A. Configure a self-service Knowledge Base.
B. Create auto-response templates for Case emails.
C. Configure Skills-Based Routing for service channels.
Explanation:
To address the rising cost of providing contact center support, configuring a self-service Knowledge Base is an effective cost-saving measure for Universal Containers. A Knowledge Base allows customers to find answers to their questions and solve problems on their own without needing to contact support. This not only reduces the volume of incoming support requests but also enhances customer satisfaction by providing immediate access to information. Implementing a self-service portal powered by a comprehensive Knowledge Base can significantly decrease support costs while maintaining high service quality.
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology. Which two benefits can be expected from KCS adoption? Choose 2 answers
A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced issue resolution time
D. Reduced first contact resolution
Which advantage does Salesforce provide with the OpenCTI framework?
A. Developers can integrate with any telephony platform available with minimal need for customization.
B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
Explanation:
Salesforce's OpenCTI framework offers the significant advantage of cross-platform compatibility for telephony integration. This means that developers can create a telephony solution that works across various browsers and operating systems without needing to customize for each environment. This capability ensures that agents have a consistent telephony experience regardless of their chosen hardware or software, enhancing efficiency and reducing development overhead.
Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
A. Case assignment rules
B. Omni-Channel
C. Case team
Explanation:
Omni-Channel is the recommended solution to ensure that service agents handling both interactive chat and case processing are only assigned an appropriate number of issues. Omni-Channel routing intelligently distributes work based on agent availability, capacity, and skillset, ensuring that agents are not overwhelmed with too many concurrent interactions. This system allows for the dynamic balancing of workloads across agents, promoting efficient handling of customer communications and ensuring that service quality is maintained across all channels.
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements?
A. Skills-Based Routing
B. Capacity Model
C. Secondary Routing Priority
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