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 6)

Questions 26–30

1. 26foundation · easy

   In an interaction channel solution, which user profile is typically granted the ability to view real-time dashboards and monitor agent performance but not to modify routing configurations?

   • ASystem Administrator
   • BService Agent
   • CService Supervisor
   • DMarketing User
   Reveal Solution Discussion Select an answer first
2. 27application · medium

   A company's support team uses Salesforce on desktop, but agents frequently work from tablets in the field. The company wants a consistent experience across devices with minimal extra configuration. Which approach best meets this requirement?

   • AUse a third-party web portal that renders the desktop site on mobile browsers without any Salesforce mobile configuration.
   • BCreate a separate custom mobile app with its own data model and UI, then sync data via API.
   • CBuild a custom Lightning app with a desktop-only layout and advise agents to use a VPN for tablet access.
   • DEnable the Salesforce mobile app and use Lightning pages with responsive components that adapt to screen size.
   Reveal Solution Discussion Select an answer first
4. 28application · medium

   A financial services firm uses Salesforce for its email channel. Cases contain sensitive customer data. The firm wants agents to see only cases in their own queue, while supervisors can see all cases. The organization-wide default (OWD) for Case is currently Public Read/Write. Which configuration best meets the requirement?

   • AKeep OWD as Public Read/Write and create a permission set that limits agents to their queue.
   • BSet OWD for Case to Private and create a sharing rule to grant agents access to all cases in their queue.
   • CChange OWD for Case to Private, then create sharing rules to grant supervisors access to all cases.
   • DUse manual sharing to share each case with the assigned agent and supervisor.
   Reveal Solution Discussion Select an answer first
5. 29expert · hard

   A company is deploying a new chat channel. They want to ensure reliability and user adoption. Which testing/deployment strategy is most effective?

   • ADeploy to a sandbox, run user acceptance testing with a pilot group, then roll out to all agents.
   • BDeploy directly to production and monitor for issues.
   • CDeploy to production but disable the chat channel until all agents are trained.
   • DSkip testing and rely on the vendor's documentation.
   Reveal Solution Discussion Select an answer first
6. 30expert · hard

   A company has a team of agents and supervisors. Agents should only see cases they own, while supervisors need to see all cases and run reports. The company also wants to minimize the number of profiles. Which approach is most efficient?

   • AUse permission sets to grant agents access to cases and supervisors access to reports.
   • BUse one profile for all users and rely on manual sharing to grant supervisors access.
   • CUse two profiles: one for agents with standard object permissions, and one for supervisors with 'View All' and reporting permissions.
   • DUse one profile for all users with 'View All' on cases, and use sharing rules to restrict agents to their own cases.
   Reveal Solution Discussion Select an answer first