Identify Challenges and Considerations for Business Continuity in the Contact Center. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 6)

Questions 26–30

1. 26foundation · easy

   What is the primary goal of business continuity in a contact center?

   • ATo ensure that critical operations can continue during and after a disruption
   • BTo reduce the cost of technology infrastructure
   • CTo maximize agent productivity during normal operations
   • DTo eliminate all risks of disruption
   Reveal Solution Discussion Select an answer first
2. 27foundation · easy

   How does a cloud-based contact center solution contribute to business continuity?

   • AIt requires agents to be in the office to access the system
   • BIt allows agents to work from any location with internet access
   • CIt guarantees that all calls will be answered instantly
   • DIt eliminates the need for any backup systems
   Reveal Solution Discussion Select an answer first
4. 28foundation · easy

   When should a business continuity plan be updated?

   • AAfter significant changes to operations, technology, or staffing
   • BOnly when a disruption occurs
   • COnce a year, regardless of changes
   • DNever, to maintain consistency
   Reveal Solution Discussion Select an answer first
5. 29foundation · easy

   Which of the following is a common disruption that can affect contact center operations?

   • AA regional power outage
   • BAn increase in agent training hours
   • CA scheduled software upgrade
   • DA sudden increase in customer satisfaction scores
   Reveal Solution Discussion Select an answer first
6. 30foundation · easy

   Why is a communication strategy important in a business continuity plan?

   • AIt is only needed for external stakeholders
   • BIt replaces the need for a risk assessment
   • CIt ensures that employees and stakeholders know what to do during a disruption
   • DIt guarantees that customers will not be affected by disruptions
   Reveal Solution Discussion Select an answer first