SalesforceCertified Agentforce Service Consultant
Domain 5Objective 1
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 2)
Part of the INTERACTION CHANNELS domain, which accounts for 9% of the AGENTFORCE-SERVICE-CONSULTANT exam.
39questions here
8free pages
12concepts
9%of the exam
Questions 6–10
- 6
A customer prefers to describe a detailed technical issue in writing and expects a response within a few hours, but does not need immediate real-time assistance. Which interaction channel is most appropriate?
Select an answer first - 7
A customer service manager wants to analyze chat conversations to identify common customer issues. They need to see the full text of each chat session, including bot responses, and be able to search for specific keywords. They also want to ensure that chat transcripts are stored for a specific period for compliance. Which chat channel functionality should the consultant enable?
Select an answer first - 8
A customer is using a company's mobile app and wants to chat with a service agent without leaving the app. Which mobile channel functionality supports this?
Select an answer first - 9
A customer sends a private message to a company's social media account to resolve a sensitive issue. Which social media channel functionality is used for this interaction?
Select an answer first - 10
A customer is browsing a company's website and wants to chat with a support agent in real time. Which web channel functionality enables this?
Select an answer first
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