Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

• A.Big bang deployment with all features rolled out simultaneously.
• B.Phased approach with incremental releases and controlled rollouts.
• C.Pilot deployment with a limited user group for initial testing and feedback.
• D.Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

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The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

• A.Case Volume Deflection Rate
• B.Customer Effort Score (CES)
• C.Number of Knowledge Base Articles Viewed
• D.Web Chat Engagement Rate

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