Zoom CC Quiz Session 2

Communication through any means of contact

• Omnichannel

• Engagement

• Disposition

• Queue

When transferring a call, you have the option to choose another agent or another queue in the system.

• True

• False

Which of the following is found in the standard Zoom Contact Center interface for agents?

(select all that apply)

• News and Update

• Notes

• Analytics

• Agent Status

Which of the following is a feature of Zoom Contact Center?

(Select all that apply)

• Omnichannel Support

• Supervisor

• Analytics Dasboard

• News and Update

A customer texts a company support number with a question about a part they need to replace. They don't know the name of the part and would like to show it to the agent. Which of the following actions could an agent take in Zoom Contact Center to help? (Select all that apply.)

• Suggest the customer take a picture of the part and post it to the chat thread.

• • Ask the customer to email a picture of the part using Zoom Contact Center.

• • Invite the customer to a video chat so they can show the agent the part.

• • Run a 3D scan of the part.

A method of tagging engagements by assigning them as a particular category

• Omnichannel

• Engagement

• Disposition

• Queue

What Zoom Contact Center channel type best matches the scenario described?

"Customer is driving and has a question about their account"

• Voice

• Video

• Web Messaging

• Text (SMS)

What Zoom Contact Center channel type best matches the scenario described?

"The Customer visited the company website and typed a question to a virtual agent"

• Voice

• Video

• Web Messaging

• Text (SMS)

What Zoom Contact Center channel type best matches the scenario described?

"The Customer is waiting in line at the bank and has a question for support"

• Voice

• Video

• Web Messaging

• Text (SMS)

What Zoom Contact Center channel type best matches the scenario described?

"The Customer needs to share their screen to get help downloading a report"

• Voice

• Video

• Web Messaging

• Text (SMS)