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Salesforce Certified Service cloud consultant (SP23)

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Salesforce Certified Service cloud consultant (SP23) Questions and Answers

Questions 1

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

Options:

A.  

Chat Supervisor tab and Whisper Messages

B.  

Incident Management tab and Whisper Messages

C.  

Omni-Channel Supervisor and Whisper Messages

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