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Question 5 - Certified Contact Center discussion

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The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

A.
Implement round-robin routing to distribute cases evenly among agents.
Answers
A.
Implement round-robin routing to distribute cases evenly among agents.
B.
Configure skill-based routing with agent profiles mapped to specific languages and specialties.
Answers
B.
Configure skill-based routing with agent profiles mapped to specific languages and specialties.
C.
Utilize presence-based routing to connect available agents regardless of expertise.
Answers
C.
Utilize presence-based routing to connect available agents regardless of expertise.
D.
Emphasize case escalation based on SLA breaches and time to resolution.
Answers
D.
Emphasize case escalation based on SLA breaches and time to resolution.
Suggested answer: B

Explanation:

Skill-based routing is crucial for prioritizing case assignments based on agent competencies, such as language skills and technical expertise. By configuring agent profiles within Salesforce and mapping these profiles to specific skills, cases can be automatically routed to the most qualified agents. This method ensures that customers receive the best possible service from agents who are most capable of addressing their specific needs, enhancing both efficiency and customer satisfaction.

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asked 23/09/2024
chitranjan ranga
33 questions
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