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Question 48 - Certified Contact Center discussion

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Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A.
Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
Answers
A.
Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
B.
Implement automated case categorization and routing to optimize agent utilization.
Answers
B.
Implement automated case categorization and routing to optimize agent utilization.
C.
Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.
Answers
C.
Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.
D.
All of the above, promoting operational efficiency and minimizing unnecessary resource usage.
Answers
D.
All of the above, promoting operational efficiency and minimizing unnecessary resource usage.
Suggested answer: D

Explanation:

Future functionalities that contribute to cost reduction encompass developing custom dashboards for agent performance analysis, automating case categorization and routing, and offering self-service options along with chatbots. These strategies collectively enhance operational efficiency and reduce costs by optimizing resource utilization and deflecting routine inquiries, allowing agents to focus on more complex issues. Therefore, option 'D. All of the above, promoting operational efficiency and minimizing unnecessary resource usage' encapsulates a holistic approach to reducing costs through technology.

Reference: Salesforce Automation with AI

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asked 23/09/2024
NEXAR DONADIO
33 questions
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