Identify Challenges and Considerations for Business Continuity in the Contact Center. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A financial services company has a business continuity plan that was created two years ago. Since then, the company has migrated to a new cloud-based phone system and many agents now work remotely. What should the company do to ensure the plan remains effective?

   • AKeep the plan unchanged because the core processes are the same.
   • BConduct a full-scale test of the plan, including a simulated outage, and update the plan to reflect the new phone system and remote work arrangements.
   • CReplace the plan with a new one that focuses only on the cloud phone system.
   • DOnly update the contact list in the plan, as that is the most important part.
   Reveal Solution Discussion Select an answer first
2. 7application · medium

   A retail company's contact center experiences a sudden spike in call volume due to a product recall. The center is understaffed because several agents called in sick. What is the most immediate impact on the contact center's operations?

   • ANo impact on service levels because the contact center can handle the volume.
   • BDecreased need for overtime because call volume is manageable.
   • CImproved customer satisfaction because agents have more time to handle each call.
   • DLonger customer wait times and increased abandonment rates.
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4. 8foundation · easy

   Why is it important to regularly test a business continuity plan?

   • ATo reduce the need for training
   • BTo satisfy customer requirements
   • CTo identify gaps and ensure the plan works in practice
   • DTo guarantee that no disruptions will occur
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5. 9application · medium

   A healthcare provider's contact center relies on an on-premises phone system and a single internet connection. During a regional outage, both the phone system and internet fail. To improve resilience against such disruptions, which action should the provider take?

   • APurchase a backup generator to keep the on-premises phone system running during power outages.
   • BAsk agents to use their personal smartphones to make calls until the internet is restored.
   • CIncrease the number of agents on-site to handle calls manually during outages.
   • DMigrate the phone system to a cloud-based solution and provide agents with a redundant internet connection, such as a cellular hotspot.
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   How can remote work capabilities help during a disruption?

   • AThey require agents to be in the office
   • BThey eliminate the need for scheduling
   • CThey allow agents to continue working even if the office is inaccessible
   • DThey reduce the need for communication
   Reveal Solution Discussion Select an answer first