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Knowledge check

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Choose the best response for each of the questions. Then select Check your answers.

Check your knowledge

1.

Which of the following best describes Omnichannel engagement?

A specialized channel for unique communications.

Meeting your customer on the engagement channel of their choice.

A channel on Microsoft Stream.

2.

Your organization recently started using the Insights dashboard to help gain a deeper understanding of critical performance metrics. These metrics are grouped together. Which term applies to the grouping?

Groups

Case hierarchies

Topics

3.

An agent is currently working in their home session with no other sessions open. They would like to be able to search through their organization's available account list. How would they do that in the application?

From the Application bar.

From the Quick Create button.

From the Customer Summary.

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