HOTSPOT
A company uses Omnichannel for Customer Service.
The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations.
The conversations must meet the following requirements:
1. Calls must be routed to the designated agents.
2. Agents must follow legally approved standardized answers to customer questions.
3. Agents must be able to reference several knowledge base articles associated with the recalls quickly.
4. Greeting and sign off messages must be standardized.
You need to configure the system.
Which components should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Select the correct area(s) on the image.
