A B2B software company wants to provide a self-service portal where customers can search knowledge articles and submit support cases. They also want to offer real-time chat for customers who need immediate help while browsing the portal. However, they want to minimize the number of live chat agents needed by routing simple queries to a bot first. Which combination of web and chat channel features should the consultant implement?

Web chat with proactive invitations only

Email-to-case with auto-response and IVR

Social listening and direct messaging

Self-service portal with knowledge base, web-to-case form, and chatbot with live agent handoff

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 4)

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 16–20

16expert · hard
A B2B software company wants to provide a self-service portal where customers can search knowledge articles and submit support cases. They also want to offer real-time chat for customers who need immediate help while browsing the portal. However, they want to minimize the number of live chat agents needed by routing simple queries to a bot first. Which combination of web and chat channel features should the consultant implement?
Select an answer first
17foundation · easy
A customer is on a website and needs immediate help with a product issue. They want to type messages and receive responses in real time. Which interaction channel is most appropriate?
Select an answer first
18foundation · easy
A company wants to provide a website where customers can log in, search for solutions, and track their support cases without contacting an agent. Which web channel use case is this?
Select an answer first
19foundation · easy
When a customer calls a support line, they are greeted by an automated system that asks them to select options like 'Press 1 for billing' or 'Press 2 for technical support'. Which phone channel functionality is this?
Select an answer first
20foundation · easy
A company wants to monitor public posts on Twitter and Facebook to identify customers who are complaining about their products. Which interaction channel is most appropriate for this use case?
Select an answer first

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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 4)

Questions 16–20

A customer is on a website and needs immediate help with a product issue. They want to type messages and receive responses in real time. Which interaction channel is most appropriate?

A company wants to provide a website where customers can log in, search for solutions, and track their support cases without contacting an agent. Which web channel use case is this?

When a customer calls a support line, they are greeted by an automated system that asks them to select options like 'Press 1 for billing' or 'Press 2 for technical support'. Which phone channel functionality is this?

A company wants to monitor public posts on Twitter and Facebook to identify customers who are complaining about their products. Which interaction channel is most appropriate for this use case?

Keep studying — INTERACTION CHANNELS