Explain the Uses Cases and Benefits for Different Interaction Channels. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 5)

Questions 21–25

1. 21application · medium

   A company wants to increase customer engagement and build a community around its brand while also providing support. Which channel is best suited for this dual goal?

   • AA one-on-one phone support line.
   • BA private email support line.
   • CA self-service knowledge base.
   • DA community forum.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A telecommunications company wants to reduce call volume for simple account balance inquiries. Customers frequently call the contact center for this information, but the company has a secure customer portal. Which channel strategy best addresses this goal?

   • AIncrease the number of phone lines available in the contact center.
   • BEncourage customers to use social media for balance inquiries by posting the information publicly.
   • CSend a monthly email newsletter with a summary of each customer's account balance.
   • DAdd a chat bot to the customer portal that can authenticate users and display account balances.
   Reveal Solution Discussion Select an answer first
4. 23foundation · easy

   A customer is publicly complaining about a service failure and expects a quick, visible response from the company. Which interaction channel is most appropriate for this use case?

   • AEmail
   • BSocial media
   • CPhone
   • DWeb chat
   Reveal Solution Discussion Select an answer first
5. 24application · medium

   A customer begins a support request via a company's social media page. The issue is sensitive and requires account verification. What is the best practice for handling this?

   • AAsk the customer to provide their account details in a public reply.
   • BContinue the conversation publicly on social media.
   • CMove the conversation to a private, secure channel like email or a secure messaging app.
   • DIgnore the social media post and wait for the customer to call.
   Reveal Solution Discussion Select an answer first
6. 25application · medium

   A company is looking to reduce the average handling time for simple support requests. Which channel is most likely to help achieve this goal?

   • ALive chat with pre-written responses (canned messages).
   • BEmail support.
   • CPhone support.
   • DIn-person support.
   Reveal Solution Discussion Select an answer first