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Question 46 - Certified Contact Center discussion

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Your customer wants to improve agent productivity. Which future functionality could be most impactful?

A.
Implement knowledge base suggestions and AI-powered case deflection tools.
Answers
A.
Implement knowledge base suggestions and AI-powered case deflection tools.
B.
Develop automated workflows for repetitive tasks and case escalations.
Answers
B.
Develop automated workflows for repetitive tasks and case escalations.
C.
Integrate self-service options and chatbots for simple customer inquiries.
Answers
C.
Integrate self-service options and chatbots for simple customer inquiries.
D.
All of the above, empowering agents with streamlined tools and automated processes.
Answers
D.
All of the above, empowering agents with streamlined tools and automated processes.
Suggested answer: D

Explanation:

To improve agent productivity, combining knowledge base suggestions, AI-powered case deflection tools, automated workflows, and self-service options with chatbots provides a comprehensive approach. Each of these elements plays a crucial role in streamlining operations and reducing agent workload by automating routine tasks, providing quick access to information, and managing customer inquiries more efficiently. Therefore, option 'D. All of the above, empowering agents with streamlined tools and automated processes' is the most impactful, as it leverages multiple technologies to enhance productivity comprehensively.

Reference: Salesforce Service Cloud Features

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asked 23/09/2024
Nagaretnam, Ravin
38 questions
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