Given a Scenario, Understand the Use Cases and Benefits for Implementing CTI, Communities, and Field Service Lightning. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A software company receives many repetitive support requests for password resets and how-to questions. The support team is overwhelmed and wants to reduce case volume while providing answers outside business hours. Which solution should the company implement?

   • AA CTI integration with screen pops for agents
   • BAn email-to-case automation rule
   • CA self-service community with a knowledge base and case submission
   • DA Field Service Lightning mobile app for technicians
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   A service manager needs to assign work orders to technicians based on their skills and location. Which Field Service Lightning capability directly supports this?

   • AOptimized scheduling and dispatching
   • BAutomated email responses to customers
   • CScreen pops for incoming calls
   • DCase deflection through knowledge articles
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   Which benefit is directly associated with implementing a customer community?

   • AReal-time GPS tracking of field technicians
   • BAutomatic case escalation to senior agents
   • CScreen pops for incoming calls
   • DReduced case volume through self-service deflection
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   A B2B company wants its partners to collaborate, share best practices, and access product documentation in a single online space. Which use case does this describe?

   • AA Field Service mobile app for technicians
   • BAn Omnichannel supervisor dashboard
   • CA partner community for collaboration and content sharing
   • DA CTI integration for call center agents
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   What is a key benefit of CTI's click-to-dial feature in a service context?

   • AAgents can automatically escalate cases to a manager
   • BAgents can make outbound calls directly from Salesforce records without manually dialing
   • CCustomers can self-serve solutions from a knowledge base
   • DField technicians can receive work orders on their mobile devices
   Reveal Solution Discussion Select an answer first