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Question 159 - Certified Contact Center discussion

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Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

A.
Integrating knowledge base articles within relevant chat conversations and case workflows.
Answers
A.
Integrating knowledge base articles within relevant chat conversations and case workflows.
B.
Providing prominent access points to the new knowledge base across various customer-facing channels.
Answers
B.
Providing prominent access points to the new knowledge base across various customer-facing channels.
C.
Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
Answers
C.
Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
D.
All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
Answers
D.
All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
Suggested answer: D

Explanation:

encourage self-service adoption through the new knowledge base Comprehensive Detailed Explanation with

Reference: Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.

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asked 23/09/2024
Luis Raul Juarez Cosio
38 questions
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