Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ73

Interaction Channels

Cloud Kicks is planning to support customers through SMS text messaging and WhatsApp. Support agents must be able to switch easily among multiple customer conversations.

Which two features will help satisfy these requirements?

Choose two
  • A Service Console
  • B Social Customer Service
  • C Messaging
  • D Chat
Explanation

Salesforce Messaging supports customer service through both SMS and WhatsApp channels. The Service Console provides the agent workspace for handling messaging sessions and moving between customer conversations efficiently.

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