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Question 38 - Certified Contact Center discussion

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The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?

A.
Develop unique training guides and resources for each agent role and case type.
Answers
A.
Develop unique training guides and resources for each agent role and case type.
B.
Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.
Answers
B.
Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.
C.
Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.
Answers
C.
Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.
D.
Design personalized training materials tailored to specific agent skill sets and needs.
Answers
D.
Design personalized training materials tailored to specific agent skill sets and needs.
Suggested answer: C

Explanation:

Service Cloud Knowledge articles provide a scalable and reusable solution for agent onboarding and training. These articles can be easily accessed and used by agents for self-help and learning, promoting a consistent training experience across the organization. They also support updates and maintenance, ensuring that the training content remains relevant and accurate. Thus, 'C. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks' is the appropriate choice for streamlining training processes.

Reference: Salesforce Documentation on Service Cloud Knowledge

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asked 23/09/2024
Selim OZIS
32 questions
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