What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2
answers.

• A.Recommend articles during a call for a support agent
• B.Suggest articles for a web-to-case question
• C.Suggest articles for an email-to-case question
• D.Recommend articles prior to a Live Agent session

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Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

• A.Displays records and their related items as tabs on one screen
• B.Indicates when records and lists are changed by others
• C.Allows Chatter Messenger to be used between agents
• D.Is available for users in the partner portal

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