View all questions & answers for the Salesforce-Contact-Center exam
The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?
Develop unique training guides and resources for each agent role and case type.
Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.
Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.
Design personalized training materials tailored to specific agent skill sets and needs.
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