A Customer Has SLM in Their Contact Center Deployed, but Would

question 26

Multiple Choice

A customer has SLM in their contact center deployed, but would now like to add the Business Advocate feature to increase staffing automation, so that the supervisor can spend more time coaching their agents. Which statement is true?

• A) Business Advocate can exist with EAS enabled.
• B) SLM can exist without EAS enabled.
• C) The Business Advocate feature and SLM cannot co-exist on the same system.
• D) The Business Advocate feature can run on the same system that has SLM configured.

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Definitions:

Semi-reflective

Partially engaging in or capable of reflection, often referring to the process of introspection or thoughtful consideration of one's own experiences and actions.

Tacit Knowledge

Strategies for success that are not explicitly taught but that instead must be inferred.

Componential Intelligence

A facet of Sternberg's Triarchic Theory of Intelligence that involves analytical problem-solving abilities, including the ability to evaluate, analyze, and compare.

Contextual Intelligence

Contextual intelligence is the ability to understand the limits of our knowledge and to adapt that knowledge to an environment different from the one in which it was developed.