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Question 1 - Certified Contact Center discussion

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The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

A.
Routing Rules
Answers
A.
Routing Rules
B.
Skill-Based Routing
Answers
B.
Skill-Based Routing
C.
Entitlements
Answers
C.
Entitlements
D.
Omni-Channel Presence
Answers
D.
Omni-Channel Presence
Suggested answer: B

Explanation:

Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.

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asked 23/09/2024
Junaid Ahmed Mohammed
43 questions
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