問題文
During discovery for a sporting-goods retailer, the architect must decide which product should provide a branded self-service help center with article search and case creation, versus which should provide agent-assisted case handling. How should the architect frame the distinction?
選択肢
- Case handling and knowledge live in the service application, and the customer-facing self-service layer is an experience site built on top of it, so the two needs are one service capability exposed through two channels.
- The commerce storefront ought to host the help center, because a catalog page and a knowledge base are the same thing, so knowledge articles are managed as catalog entries and the cases a customer opens land nowhere.
- The self-service help center ought to be built as a separate marketing microsite that emails articles to customers, kept disconnected from the service application so customer-created cases stay outside the queues.
- No product is needed; a static PDF can serve both needs, so the customer downloads a file and the agents keep working from the very same document that the customer has.