CRT-261 Exam Dumps | A client's Support Call Center has seen an increase in call volume on a new product line. The agents

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Question 7/35

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. Create a dashboard to track and manage call volumes by type.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Configure IVR routing to bypass Tier 1 for the product line.

Question 7/35

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