A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty.
The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product.
Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?
Click on the arrows to vote for the correct answer
A. B. C. D.D.
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreamsIn order to add the ability to manage conversations coming in from Facebook and Twitter for the new product team, the company needs to configure the Omnichannel for Customer Service system. There are several possible ways to accomplish this, but the question specifically asks for the approach that requires the least amount of effort.
Option A: Create a new resource characteristic Resource characteristics are used to define the skills, proficiencies, and other attributes of an agent that can be used for routing purposes. Creating a new resource characteristic would allow the company to specify which agents are able to handle conversations from Facebook and Twitter, and route those conversations accordingly. However, this approach would likely require significant effort, as it would involve defining the new resource characteristic, updating the profiles of all agents who are able to handle Facebook and Twitter conversations, and creating new routing rules to take advantage of the new characteristic.
Option B: Create a routing rule Routing rules are used to determine how conversations are routed to agents based on various criteria, such as channel, language, and customer segment. Creating a new routing rule that specifically targets conversations from Facebook and Twitter would allow the company to ensure that those conversations are handled by the appropriate team. However, this approach would also require significant effort, as it would involve defining the new routing rule, testing it, and potentially making adjustments based on feedback.
Option C: Create a new work stream for each channel Work streams are used to group similar channels together for routing and reporting purposes. Creating a new work stream for each channel (i.e., one for Facebook and one for Twitter) would allow the company to manage conversations from those channels separately from the existing channels. This approach would likely require some effort, as it would involve defining the new work streams and updating routing rules to take advantage of them. However, it would be a relatively straightforward way to add the new channels to the system.
Option D: Add the new channel to the existing work stream Adding the new channels (Facebook and Twitter) to the existing work stream for the new product team would allow the team to manage all conversations (including those from the new channels) in one place. This approach would require the least amount of effort, as it would only involve updating the existing work stream to include the new channels. However, it may not be the most effective approach, as it could make it harder to manage the different channels separately and could potentially cause confusion for agents.
Therefore, the correct answer to this question is likely Option D: Add the new channel to the existing work stream, as it would require the least amount of effort to configure the system. However, it's important to note that the effectiveness of this approach may depend on the specific needs and workflows of the company, and other options may be more appropriate in certain situations.