Your client has VIP customers (all of which have a custom contact field of VIP to ‘Yes’). They want to
offer these customers a higher priority service on Chat. You intend to do this with a VIP queue.
Which three steps do you also need to perform?
A.
Create chat rules so that contacts with the VIP field set to ‘Yes’ are quoted to the VIP queue.
B.
Add the VIP queue to the profile of the agents that are taking chats.
C.
Set the Pull Policy to manual.
D.
Move the VIP queue to the top of the top queue list.
E.
Create incident rules so that contacts with the VIP field set to ‘Yes’ are routed to the VIP queue.
F.
Create a rule to set an SLA
Explanation:
Incorrect:
Not E: incident rules
Incident Rules are triggered when incidents are created or updated. You can use incident rules to
notify staff when incidents are received, to automate an escalation, or to present end-users with
SmartAssistant suggested solutions.
Not F: Setting a Service Level Agreement is not required here.
ok