Which action should be taken to reduce the call volumes and escalations?

A client’s Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?
A . Create Knowledge Articles and publish internally and publicly.
B . Configure IVR routing to bypass Tier 1 for the product line.
C . Configure Omni-channel to assign cases directly to Tier 2.
D . Create a dashboard to track and manage call volumes by type.

View Answer

Answer: A

Explanation:

Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Knowledge Overview