問題文
A home appliance manufacturer receives about 4,000 support emails each month, and roughly half of them ask questions that the support team has already answered in writing. Agents retype the same answers every day. Leadership asks the consultant what an Experience Cloud site would change about this situation. What is the strongest reason to build one here?
選択肢
- Customers can find published answers themselves before contacting support, which reduces the number of repeated questions that reach an agent.
- The site replaces the support team's queue with an automated routing engine which assigns every inbound question to the agent who has already answered the most similar questions in the past.
- Support emails are converted into records automatically once the site is active, which is what removes the retyping work from the agents who answer them.
- External users get login access to the internal Salesforce organization, so the support team keeps one set of answers which serves the customers and the agents alike.