Question Type: Explore Stimulus

The upgraded system uses a directory containing additional information not supplied by the customer. The directory is used to help direct calls effectively. Which of the following is LEAST likely to be included in the directory?

• A list of common issues and whether each issue requires a human representative

• A list of common keywords or phrases and a corresponding issue for each keyword or phrase

• A list of computers the company owns and the computers’ corresponding IP addresses

• A list of human representatives and the corresponding department for each representative

Of the following potential benefits, which is LEAST likely to be provided by the upgraded system?

• Human representatives will not be needed to respond to some inquiries.

• The company will be able to provide a human representative for any incoming call.

• Customers are likely to spend less time listening to information not relevant to their issue

• Customers will be unable to mistakenly select the incorrect department for their particular issue.

Which of the following is the most likely data privacy concern of the upgraded system?

• Customers’ personal information could be compromised if an unauthorized individual gains access to the call session database

• Storing information in the call session database makes it easy for individuals to trick the system using malicious links.

• The system design increases the chance that customers will unknowingly install malware on their devices that will share their data with unauthorized individuals.

• The system design makes it easy for unauthorized individuals to acquire customers’ private encryption keys.