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What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?
A. It is incompatible with Einstein Bots.
B. It should be routed via Omni-Channel,
C. It should be deployed with Experience Builder.
Answer: B
Explanation:
When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing. This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.
NEW QUESTION # 160
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
A. Actions & Recommendations component
B. Omni-Channel Utility widget
C. Personalised navigation menu
D. Global Shared Macro
Answer: B
NEW QUESTION # 161
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
A. Quick Action
B. Outbound Sales Dialer
C. History Utility
D. Macros
Answer: B,C
NEW QUESTION # 162
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
A. In-App Guidance
B. Actions & Recommendations
C. Einstein Next Best Action
Answer: C
Explanation:
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.
NEW QUESTION # 163
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
A. Omni-Channel Supervisor tab
B. Omni-Channel Analytics
C. Omni-Channel Utility component
Answer: A
Explanation:
The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.
NEW QUESTION # 164
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