Which two service cloud features support increasing call deflection rates?

The focus on increasing call deflection rates is primarily about providing customers with alternative methods to resolve their issues without the need for direct interaction with support agents. The selection of web-to-case and a public knowledge base is particularly effective in this realm.

Web-to-case allows customers to submit support requests through an online form, streamlining the process of case creation and enabling customers to find solutions independently. This reduces the volume of incoming calls and helps customers to self-serve, enhancing their experience while allowing support teams to focus on more complex issues.

A public knowledge base complements this by providing an easily accessible library of articles, FAQs, and troubleshooting guides that empower customers to find answers to their questions at any time. When customers can readily access information that resolves their queries, they are less likely to call for assistance.

The other options may support overall service delivery but do not directly focus on call deflection. For instance, case management is essential for handling support inquiries but does not necessarily minimize the need for calls. Chat support can enhance customer service but may still result in direct interaction rather than promoting self-service. Similarly, while social media integration and performance analytics are valuable for understanding and enhancing customer interactions, they are not specifically designed to deflect calls. Thus, web-to-case