CRT-261 · Question #69
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?
The correct answer is B. Set up self-service Knowledge. To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially…
Question
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?
Options
- ASet up escalation rules.
- BSet up self-service Knowledge.
- CSet up assignment rules and case queues.
How the community answered
(19 responses)- A21% (4)
- B74% (14)
- C5% (1)
Explanation
To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.
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