Q: 10
[Industry Knowledge]
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction
channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
Options
Discussion
Option B
Option B. Official Salesforce study guide and hands-on practice with Service Console helped me with similar questions.
B. not C. MIAW is all about real-time chat, fits best for live customer support like UC wants.
Not sure about B, I think A. Einstein Bots can give instant responses too which is kind of real-time. Agree?
Its A, seen similar in official practice tests and the study guide.
Probably B here. Messaging In-app and Web is designed for live, two-way communication between customers and agents, which fits the goal of real-time support. Einstein Bots (A) can handle simple queries but isn't as good for real-time agent interactions. Experience Cloud is more about self-service portals. Pretty sure B matches the requirement best, but open to pushback.
B tbh, that's the only choice focused on actual real-time customer interaction. MIAW is built for live chat and messaging inside apps or websites, which nails the requirement. Not totally ruling out A in other cases but here B fits best.
Option A here, since Einstein Bots provide instant responses across channels and that counts as real-time too. I know B has live agents, but for immediate replies I'd still say A is a trap many pick.
I think B fits best, but slightly unsure since A does instant bot replies too. B
I don’t think it’s B, I’d pick A. Official guide and some practice tests cover similar scenarios.
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