Service-Cloud-Consultant Salesforce Exam Lab Questions

To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.

Salesforce’s WhatsApp Messaging Channel, powered by Digital Engagement, supports one-to-one, session-based communication between a customer and an agent. However, group WhatsApp chats are not supported—each interaction must occur within a single customer conversation thread.

This limitation ensures compliance, privacy, and tracking accuracy across digital channels.

Other features like emojis, quick text, and queue-based routing are fully supported via Omni-Channel configuration.

Referenced Salesforce Materials:

Salesforce Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Set Up WhatsApp Messaging in Salesforce”.

Salesforce Spring ’24 Release Notes – Digital Engagement Enhancements (WhatsApp Support).

For Agentforce Service Agent implementations that involve sensitive data (e.g., healthcare records), Salesforce recommends combining standard topics for general use cases with custom topics and actions (built via Flow, Apex, or Prompt Builder) for privacy-sensitive operations.

This hybrid approach ensures compliance with HIPAA and organizational security policies while leveraging prebuilt, maintainable Service Agent capabilities.

Option B is unnecessarily restrictive and time-consuming.

Option C is inaccurate — standard actions do not automatically enforce advanced verification or compliance requirements.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Agentforce Service Agent and Custom Action Enhancements.

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Configure Custom Actions and Topics for Sensitive Data Handling in Agentforce.”

To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.