Q: 1
[Interaction Channels]
A service agent is in a messaging session with a customer. The customer abruptly stops responding
after 30 minutes.
What should the agent do next?
Options
Discussion
Option B sounds more logical to me. If the customer isn't responding after 30 minutes, I'd mark the session as customer Inactive first, just in case they come back or to meet any audit requirements. Ending it right away (A) feels a bit abrupt, and I think Salesforce best practice is to indicate inactivity before closing out. Some orgs might skip that extra step though, so let me know if I'm missing something!
Makes sense to pick A here.
B or A, depends on if there's a policy for marking inactivity before ending but exam wording is vague.
B, Marking as customer Inactive seems right here.
A
Be respectful. No spam.
