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 8)
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 36–39
- 36
A law firm wants to ensure that when a client calls, the answering agent immediately sees the client's case history and any related emails. They also want to record all calls for compliance and route calls to the appropriate practice area based on the client's selection. Which set of phone channel functionalities should the consultant configure?
Select an answer first - 37
A consumer electronics brand wants to monitor public mentions of its products on Twitter and Facebook to identify customers who are complaining about a recent product issue. They want to respond publicly to these complaints and, if needed, create support cases for follow-up. Which social media channel functionality should the consultant configure?
Select an answer first - 38
A service agent wants to respond to a customer's email using a standardized format that includes the company logo and signature. Which email channel functionality should be used?
Select an answer first - 39
An e-commerce company wants to offer real-time assistance to customers who are on their website and have been viewing the same product page for more than two minutes. They want to initiate a conversation with these customers to offer help. Which web channel functionality should the consultant configure?
Select an answer first
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