To reduce call volumes for a new product line, which action is most effective?

• A. Create Knowledge Articles and publish internally and publicly.
• B. Configure IVR routing to bypass Tier 1 for the product line.
• C. Create a dashboard to track and manage call volumes by type.
• D. Configure Omni-Channel to assign cases directly to Tier 2.

Answer: (A)

Helping customers help themselves with a well-maintained knowledge base is the most effective way to cut call volume for a new product line. When people can search and find clear, actionable information—troubleshooting steps, setup guides, FAQs—they’re able to resolve many questions without picking up the phone. Publishing these articles for both customers and internal agents ensures consistent, quick answers, which also speeds issue resolution and reduces repetitive inquiries. The other options shift where calls go or focus on monitoring rather than lowering overall volume; routing to skip Tier 1, dashboards for tracking, or directing cases straight to Tier 2 doesn’t inherently reduce how many inquiries come in. By equipping users with self-service content, you tackle the root cause of many calls and streamline support for the new product line.