Question

What are features of Customer Service Management? (Choose four.)

A. Skills-based routing
B. Demand Management
C. Real-time SLAs
D. Service Contracts
E. Timed Audits
F. Service Entitlements
G. Service Prospecting

Answer 1

Customer Service Management features include Skills-based Routing, Real-time SLAs, Service Contracts, and Service Entitlements to enhance service efficiency and ensure alignment with customer expectations.

Step-by-step explanation:

Key features of Customer Service Management include:

• Skills-based Routing: This ensures that customer inquiries are directed to the most qualified service agent, enhancing the efficiency and effectiveness of response.
• Real-time SLAs (Service Level Agreements): They help in monitoring service performance against predefined standards, ensuring timely and quality customer service.
• Service Contracts: These are formal agreements between a service provider and the recipient, detailing the terms of service provision.
• Service Entitlements: Entitlements specify what services a customer is entitled to, often based on the customer's contract or service level.