Identify Challenges and Considerations for Business Continuity in the Contact Center. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 8)

Questions 36–36

1. 36expert · hard

   A company's contact center has a business continuity plan that includes a backup site and remote work capabilities. However, the plan has not been updated in 18 months, and the company has since migrated to a new CRM system. During a recent test, agents could not access the CRM from the backup site. What is the most likely cause of this failure?

   • AThe backup site's internet connection is too slow.
   • BThe backup site was not tested after the CRM migration.
   • CAgents were not trained on the new CRM system.
   • DThe plan was not updated to include the new CRM system's access requirements for the backup site.
   Reveal Solution Discussion Select an answer first