Identify Challenges and Considerations for Business Continuity in the Contact Center. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 7)

Questions 31–35

1. 31foundation · easy

   What is a likely effect of a disruption on agent productivity?

   • AAgents will automatically work faster to compensate
   • BAgents may be unable to access customer records, reducing their efficiency
   • CAgent productivity is not affected by disruptions
   • DAgents will have more time for training
   Reveal Solution Discussion Select an answer first
2. 32application · medium

   A large e-commerce company experiences a major IT outage that prevents agents from accessing customer order histories. The outage is expected to last several hours. Which impact should the contact center manager prioritize when assessing the disruption?

   • AReduced need for agent staffing because fewer customers will call during the outage.
   • BHigher customer satisfaction due to agents spending more time on each call.
   • CImproved agent productivity because agents can focus on simpler queries.
   • DIncreased average handle time (AHT) because agents cannot quickly retrieve order information.
   Reveal Solution Discussion Select an answer first
4. 33application · medium

   A government agency's contact center is developing a business continuity plan. The agency must ensure that citizens can still reach services during a pandemic that may require social distancing. Which consideration should be prioritized in the plan?

   • AEnabling a fully remote workforce with secure access to systems and a communication plan for citizens.
   • BCreating a plan to reduce services during the pandemic to minimize risk.
   • CFocusing only on backup power and internet connectivity for the office.
   • DMaintaining the current on-site staffing model to ensure data security.
   Reveal Solution Discussion Select an answer first
5. 34expert · hard

   A telecommunications company is experiencing a major network outage that affects a large customer base. The contact center is operational, but call volume is extremely high. The company wants to reduce the load on agents while keeping customers informed. Which approach is most effective?

   • AUse social media to post updates, but do not change the IVR.
   • BDeploy an automated SMS notification to affected customers and update the IVR with a message about the outage and estimated restoration time.
   • CAdd more agents to the phone lines to handle the increased volume.
   • DSend a mass email to all customers explaining the outage and ask them not to call.
   Reveal Solution Discussion Select an answer first
6. 35application · medium

   A travel agency's contact center is hit by a hurricane that damages the office and disrupts power for several days. The agency has a remote work policy, but only 60% of agents have laptops and VPN access. What is the best strategy to maintain service during the outage?

   • AClose the contact center until the office is repaired.
   • BDeploy the 60% of agents who can work remotely and use a cloud-based phone system to route calls to them, while updating the IVR to inform customers of longer wait times.
   • CAsk the 40% of agents without laptops to use their personal devices to access the CRM.
   • DWait for the power to be restored and then have all agents return to the office.
   Reveal Solution Discussion Select an answer first