What is the recommended strategy for Cloud Kicks' contact center to handle increased customer inquiries?

• A. Make knowledge base articles and community answers accessible on its website.
• B. Make contact center representatives accessible 24/7 to distribute the call volume.
• C. Hire contact center representatives that specialize in each of the product categories.
• D. Redirect users from the company site to social media forums about the products.

Answer: (A)

Empowering self-service is the most scalable way to handle a surge in inquiries. Making knowledge base articles and community answers accessible on the website lets customers quickly find answers to common questions without waiting for a human agent, which deflects volume and speeds up resolution. This approach fits well with Service Cloud capabilities, where a searchable knowledge base and a member-driven community provide accurate, up-to-date information and support around the clock. It also frees agents to focus on more complex issues that require human intervention. While other options offer benefits in certain situations, they don’t address the overall surge as effectively: 24/7 live agents increase costs and aren't scalable; hiring product-specific staff targets expertise but not overall volume; redirecting to social forums can spread misinformation and reduce control over official guidance.