Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
A . Language
B . Roles
C . Skills
D . Queue

View Answer

Answer: A, C

Explanation:

Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires.

Reference:

https://help.mypurecloud.com/articles/about-acd-skills/

https://help.mypurecloud.com/articles/add-skills-to-a-user/