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Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls...

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Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

A.

Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

B.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

C.

Set up IVR with an automated response for customersaffected by the recall to defect calls.

D.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

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One business unit at Universal Containers has been using Service Cloud for several years.
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