Câu 102: Salesforce Certified Service Cloud Consultant
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?
Nội dung câu hỏi
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?
Các lựa chọn
Đáp án được giữ gọn theo nhãn A, B, C, D trong phần bình chọn tương tác.
- A. Create a dashboard to track and manage call volumes by type.
- B. Configure Omni-channel to assign cases directly to Tier 2.
- C. Create Knowledge Articles and publish internally and publicly. — đáp án hiện tại
- D. Configure IVR routing to bypass Tier 1 for the product line.
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