CRT-211 · Question #253
Cloud kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has…
The correct answer is A. Omni-Channel. Omni-Channel is a feature that allows service reps to receive work assignments based on their availability, capacity, and skills. It also allows administrators to define routing rules and priorities for different types of work items, such as cases, chats, or leads. Omni-Channel…
Question
Cloud kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has been submitted. Which feature should administrator configure in order to improve the case management process?
Options
- AOmni-Channel
- BEscalation Rules
- CMacros
- DKnowledge Component
How the community answered
(31 responses)- A84% (26)
- B3% (1)
- C3% (1)
- D10% (3)
Explanation
Omni-Channel is a feature that allows service reps to receive work assignments based on their availability, capacity, and skills. It also allows administrators to define routing rules and priorities for different types of work items, such as cases, chats, or leads. Omni-Channel can help reduce the wait time for customers and improve the efficiency of service reps. Exam Questions, Study Guides, Practice Tests. Lead the way to help you pass any IT Certification exams, 100% Pass Guaranteed or Full Refund. Especially Cisco, Microsoft, CompTIA, Citrix, EMC, HP, Oracle, VMware, Juniper, Check Point, LPI, Nortel, EXIN and so on. Our Slogan: First Test, First Pass. Help you to pass any IT Certification exams at the first try. You can reach us at any of the email addresses listed below. Any problems about IT certification or our products, you could rely upon us, we will give you satisfactory answers in 24 hours.
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