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Question 154 - Certified Contact Center discussion

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The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).

Ursa Major Solar is advised by a consultant to utilize Continuous

Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.

What should the consultant outline as the advantage of a Cl process to the customer?

A.
Organizes source development into package directories
Answers
A.
Organizes source development into package directories
B.
Ensures application quality before any corrupt change can get into the Source..
Answers
B.
Ensures application quality before any corrupt change can get into the Source..
C.
Creates and deletes package versions in each testing environment
Answers
C.
Creates and deletes package versions in each testing environment
Suggested answer: B

Explanation:

The primary advantage of a Continuous Integration (CI) process in the context of a Contact Center implementation project is that it ensures application quality before any corrupt change can get into the source. CI involves automatically testing any changes made to the application codebase as soon as they are submitted. This allows for immediate feedback on the impact of new changes, ensuring that errors are caught early and can be addressed before they affect the main branch or end-users. CI supports a stable development environment, promotes more frequent code releases, and maintains high quality and reliability of the application, which are crucial in a dynamic customer service environment.

Reference: https://developer.salesforce.com/

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asked 23/09/2024
Tillmon, Quinton
37 questions
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