Describe the Use Cases and Functionality for Each Interaction Channel Including Mobile, Phone, Email, Web, Chat and Social Media. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A logistics company's field technicians use a mobile app to manage their work orders. The company wants to send urgent notifications about schedule changes and allow technicians to accept or decline new assignments directly from the notification. They also want to ensure that technicians can view the details of the assignment without opening a separate email or web page. Which mobile channel functionality should the consultant configure?

   • ASocial media direct messaging
   • BPush notifications with action buttons and deep links into the mobile app
   • CIVR with call routing
   • DEmail-to-case with auto-response
   Reveal Solution Discussion Select an answer first
2. 2application · medium

   A manufacturing company wants to reduce the number of repetitive support calls by allowing customers to find answers to common questions on their website. They also want customers to be able to submit a support request if they cannot find an answer. Which web channel functionality should the consultant implement?

   • AIVR with call routing
   • BSelf-service portal with knowledge base and web-to-case form
   • CSocial listening with case creation
   • DEmail-to-case with auto-response
   Reveal Solution Discussion Select an answer first
4. 3expert · hard

   A hotel chain wants to monitor public reviews and mentions on social media to identify unhappy guests and respond publicly. They also want to handle private complaints sent via direct messages within Salesforce. However, they want to ensure that public responses do not expose private customer information. Which social media channel strategy should the consultant recommend?

   • AEmail-to-case with auto-response
   • BIVR with call routing
   • CWeb chat with proactive invitations
   • DSocial listening for public mentions and direct messaging integration for private conversations
   Reveal Solution Discussion Select an answer first
5. 4application · medium

   A healthcare provider wants to ensure that when a patient sends an email to the support address, a case is automatically created and the patient receives a standardized acknowledgment. The provider also wants to ensure that replies to the acknowledgment are tracked to the same case. Which email channel functionality should the consultant configure?

   • AEmail-to-case with auto-response and thread tracking
   • BSocial media direct messaging
   • CWeb-to-case with email templates
   • DChatbot with transcript storage
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A field service company wants to keep its technicians informed about urgent service ticket changes while they are on the road. The technicians frequently check their mobile devices but rarely sit at a desk. The company wants to send immediate alerts about high-priority ticket reassignments and allow technicians to respond quickly without leaving the app. Which combination of mobile channel features should the consultant recommend?

   • APush notifications for ticket updates and in-app messaging for quick responses
   • BEmail-to-case for ticket updates and a self-service portal for responses
   • CIVR call routing and call logging for ticket updates
   • DSocial listening and direct messaging for ticket updates
   Reveal Solution Discussion Select an answer first