What is a common deflection technique to reduce the number of interactions for a contact center?

Case deflection is a strategy focused on empowering customers to find solutions independently, thereby preventing the need to contact a support agent. Recommending relevant Knowledge articles based on a customer's typed query before they initiate a chat session is a prime example of this. If the suggested article resolves their issue, the customer abandons the chat request, successfully deflecting the interaction from the contact center and reducing agent workload.

A. Suggesting articles for an Email-to-Case question occurs after an interaction (the email) has been received and a case has been created. This is a resolution technique, not a deflection technique.

C. Recommending articles during a call means an agent is already engaged in an interaction. This is a tool to assist the agent and customer, not to prevent the initial contact.

1. Salesforce Help, Set Up Case Deflection for Your Community: This document explains the concept and setup of case deflection components. It states, "Case deflection helps your customers find solutions to their issues on their own... When customers enter a subject in the Contact Support Form or Ask a Question Form, they see a list of relevant articles and discussions that may contain the answer they’re looking for." This aligns with the principle of providing answers before a case is submitted.

2. Salesforce Help, Embedded Service for Web Implementation Guide, "Add Case Deflection to Your Pre-Chat Form" (Section): This guide details how to configure pre-chat behavior. It describes setting up Knowledge search within the pre-chat component, allowing customers to search for and view articles before starting a chat with an agent, which is the exact scenario in the correct answer.

3. Salesforce Help, Einstein Bots, "Deflect Cases with Article Answers" (Section): The documentation for Einstein Bots describes a core capability: "Give customers the information they need right away by using your Salesforce Knowledge base. The Article Answers action uses keyword search to find and return relevant fields from knowledge articles to customers." This is a pre-interaction deflection method used in chat channels.