Question

You are a customer service agent in a call center.

AH customer service agents use Unified Service Desk (USD) to respond to calls. You need to respond to two calls from two different customers at the same time. What should you do?
A. Create one session for each customer.
B. Create two sessions and use connections to create a relationship between them.
C. Create one session and add each customer to a separate section on the form.
D. Create one session and add each customer to the related customer sub grid.

Answer 1

In a call center using USD, when responding to two different customers simultaneously, one should create a separate session for each customer to maintain organization and privacy. Hence, the correct answer is option A.

Step-by-step explanation:

When working as a customer service agent in a call center using Unified Service Desk (USD), and you need to respond to two calls from two different customers at the same time, the appropriate action would be A. Create one session for each customer. This ensures that each customer's information and interaction is kept separate, maintaining privacy and organization. Each session in USD is designed to handle a separate interaction or process, thus allowing agents to efficiently multitask between different customer inquiries without confusion.