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 7)
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 31–35
- 31
A utility company is planning a major outage that will generate a high volume of customer calls. They want to reduce the load on live agents by allowing customers to report outages and get estimated restoration times without speaking to an agent. However, customers with complex billing issues should still be routed to a live agent. The company also wants to ensure that all calls are logged for compliance. Which phone channel strategy should the consultant recommend?
Select an answer first - 32
A service team wants to automatically send a confirmation email to customers immediately after they submit a support request via email. Which email channel functionality should be used?
Select an answer first - 33
A service team wants to automatically create a support case when a customer submits a form on their website. Which web channel functionality should be used?
Select an answer first - 34
In the mobile interaction channel, which functionality allows a service team to proactively alert a customer about an important update, such as a service outage or a resolved case?
Select an answer first - 35
A clothing retailer wants to respond to customer service inquiries that come through private messages on Instagram. They want these conversations to be handled by support agents within Salesforce, with the full conversation history available. Which social media channel functionality should the consultant implement?
Select an answer first
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