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 5)
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 21–25
- 21
A service team wants to track mentions of their brand across social platforms to identify trending issues. Which social media channel functionality enables this?
Select an answer first - 22
A software company receives a high volume of non-urgent support requests from customers who prefer to write detailed descriptions of their issues. The company wants these requests to automatically create support cases and send an acknowledgment to the customer. Which email channel functionality should the consultant configure?
Select an answer first - 23
A retail company's support team wants to proactively engage customers who are browsing the mobile app and appear to be struggling with a checkout process. They want to offer real-time assistance directly within the app. Which mobile channel functionality should the consultant configure to meet this requirement?
Select an answer first - 24
A food delivery company wants to monitor social media for mentions of delivery delays and respond publicly to apologize. They also want to handle private complaints sent via direct messages within Salesforce. However, they want to ensure that public responses do not escalate the situation and that private information is not exposed. Which social media channel strategy should the consultant recommend?
Select an answer first - 25
A company wants to allow customers to submit support requests by filling out a form on their website. Which web channel use case does this represent?
Select an answer first
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