A company wants to reduce the time agents spend gathering basic information before a chat. They also want to route chats to the right department. Which chat configuration is most effective?

Use a post-chat survey to collect feedback after the chat.

Enable a pre-chat form that collects the customer's name, issue type, and account number, then use that data for routing.

Create a custom object to store chat transcripts and have agents manually enter customer details.

Route all chats to a general queue and let agents ask for information during the chat.

A service manager wants to see a real-time visual overview of the number of open cases by priority across all interaction channels. What is the best tool to use?

A dashboard with a chart component

A company wants to monitor brand mentions on social media and create cases from customer complaints. Which social media configuration is most appropriate?

Manually search social media platforms each day and copy posts into Salesforce.

Use a third-party social media tool that exports data to a CSV file.

Create a custom object to store social media posts and have agents manually enter them.

Set up social listening to track keywords and automatically create cases from posts that match.

A company's agents use both desktop and mobile devices. They complain that the console is cluttered and hard to navigate on smaller screens. Which UI design change is most appropriate?

Use a desktop-only layout and instruct agents to use the mobile browser.

Add more tabs to the console so agents can access everything quickly.

Use a Lightning app with a custom navigation menu that shows only essential items and responsive components.

Create a separate mobile app with a different navigation structure.

A company is configuring a chat channel for its support site. Agents handle product questions and need to see the customer's order history, but they should not be distracted by unrelated objects like marketing campaigns. Which object exposure strategy is most appropriate?

Expose all standard objects in the chat console to give agents maximum flexibility.

Hide all objects except the Case object to keep the interface minimal.

Expose only the Case, Contact, and Order objects in the chat console's navigation and related lists.

Create a custom object for order history and expose only that object in the chat console.

SalesforceCertified Agentforce Service Consultant

Domain 5Objective 4

Explain the Design Considerations (user Interface, User Profiles, Objects to Expose, Sharing Model, Reporting, Etc.) and Best Practices When Configuring an Interaction Channel Solution (mobile, Phone, Email, Web, Chat, or Social Media). AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Part of the INTERACTION CHANNELS domain, which accounts for 9% of the AGENTFORCE-SERVICE-CONSULTANT exam.

43questions here

9free pages

14concepts

9%of the exam

14 Concepts in This Objective

UI design considerations
User profile configuration
Object exposure strategy
Sharing model implementation
Reporting and dashboards
Mobile channel best practices
Phone channel best practices
Email channel best practices
Web and chat best practices
Social media channel best practices
Cross-channel consistency
Performance and scalability
Security and compliance
Testing and deployment

Questions 1–5

1application · medium
A company wants to reduce the time agents spend gathering basic information before a chat. They also want to route chats to the right department. Which chat configuration is most effective?
Select an answer first
2foundation · easy
A service manager wants to see a real-time visual overview of the number of open cases by priority across all interaction channels. What is the best tool to use?
Select an answer first
3application · medium
A company wants to monitor brand mentions on social media and create cases from customer complaints. Which social media configuration is most appropriate?
Select an answer first
4application · medium
A company's agents use both desktop and mobile devices. They complain that the console is cluttered and hard to navigate on smaller screens. Which UI design change is most appropriate?
Select an answer first
5application · medium
A company is configuring a chat channel for its support site. Agents handle product questions and need to see the customer's order history, but they should not be distracted by unrelated objects like marketing campaigns. Which object exposure strategy is most appropriate?
Select an answer first

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