To reduce incoming support phone call volume, which two options can be implemented?

Leveraging Live Agent for web-based chat is an effective strategy for reducing incoming support phone call volume because it allows customers to receive real-time assistance without having to call. This option enables customers to engage in text-based communication with support agents directly from a website or application, often resulting in quicker resolution times for their inquiries. By providing a chat option, customers can easily get answers while multitasking, which may lead to fewer calls being made for support.

Furthermore, the implementation of chat tools can also help in managing multiple customer inquiries simultaneously, allowing for more efficient use of agent time. As a result, customers who might have been inclined to call may opt for this convenient chat solution instead, thus ultimately decreasing the pressure on phone support lines and better utilizing available resources.

The other options might enhance service but do not directly address the reduction of incoming phone calls. For instance, enabling service contracts and entitlements is more about defining service levels and expectations rather than providing alternative support channels. Implementing Salesforce Console for Service aids agents in managing cases better but does not inherently reduce call volume itself. Similarly, while Salesforce Knowledge can empower users with self-service solutions well, it does not target the immediate reduction of phone calls as effectively as a chat solution does.