Question

The company purchases Omnichannel for Customer Service.

The company wants the following requirements implemented without the need to license additional software:
✑ The system must automatically ask questions before the chat begins.
✑ Credit card information that a customer enters in a chat must not be visible to the agent. You need to configure the options to meet the requirements. Which options should you configure?
Requirement: Automatic Questions

Answer 1

The options that should be configured are: Automatic Pre-Chat Questions, Secure Credit Card Handling, and Integrated CRM.

Step-by-step explanation:

The options that should be configured to meet the requirements are:

1. Automatic Pre-Chat Questions: Configure the system to automatically ask questions before starting the chat. This can be done by setting up pre-chat surveys or using chatbots to gather relevant information from the customers.
2. Secure Credit Card Handling: Implement a secure credit card handling solution to ensure that the credit card information entered by the customer in the chat is not visible to the agent. This can be achieved through encryption and tokenization techniques.
3. Integrated CRM: Integrate the Omnichannel for Customer Service system with an existing Customer Relationship Management (CRM) system. This allows for seamless transfer of customer data and ensures that the agent has access to the necessary information during the chat.