Given a Scenario, Understand the Use Cases and Benefits for Implementing CTI, Communities, and Field Service Lightning. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 5)

Questions 21–25

1. 21foundation · easy

   A company wants to reduce repetitive support questions by allowing customers to find answers themselves online at any time. Which solution is most appropriate?

   • AUsing Field Service Lightning to schedule on-site visits
   • BEnabling Omnichannel for chat routing
   • CImplementing a customer community (Experience Cloud site) with a knowledge base
   • DDeploying CTI for all support agents
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   A service manager wants to ensure that every customer call is automatically recorded in Salesforce for accurate history and reporting. Which CTI benefit directly supports this requirement?

   • AMobile workforce scheduling
   • BAutomatic call logging
   • CReal-time case assignment
   • DCustomer community self-service
   Reveal Solution Discussion Select an answer first
4. 23expert · hard

   A large retail company wants to reduce support costs by encouraging customers to find answers online. They are considering a public community with a knowledge base. However, they are concerned that some customers may not find the answers they need and will still call. The company also wants to capture feedback from customers who use the community to improve the knowledge base. Which approach best addresses these concerns?

   • AImplement the community with a feedback mechanism on articles and a clear escalation path to cases
   • BUse Field Service Lightning to schedule support calls
   • CImplement the community without a feedback mechanism to keep it simple
   • DRely on CTI screen pops to reduce handle time instead of a community
   Reveal Solution Discussion Select an answer first
5. 24expert · hard

   A financial advisory firm wants to improve its client service. Advisors receive calls from clients and need to see their portfolio and recent interactions. The firm also wants to reduce the number of routine calls by providing clients with access to their account information online. However, the firm has strict security requirements and wants to ensure that client data is not exposed. Which solution should they implement?

   • ACTI with screen pops for advisors and a secure client portal with single sign-on
   • BField Service Lightning for advisor scheduling and a community for client communication
   • CCTI with call recording and a public knowledge base
   • DA secure client portal only, without CTI
   Reveal Solution Discussion Select an answer first
6. 25expert · hard

   A government agency provides services to citizens. They want to reduce the number of in-person visits and phone calls by offering an online portal where citizens can submit requests, track status, and access forms. However, the agency has limited IT resources and needs to ensure the portal is accessible to all citizens, including those with disabilities. Which solution should they implement?

   • AA community portal with standard accessibility features and a knowledge base
   • BA public website with downloadable forms only
   • CCTI with screen pops for agents
   • DField Service Lightning for scheduling in-person visits
   Reveal Solution Discussion Select an answer first