Q: 6
[Interaction Channels]
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?
Options
Discussion
Wouldn't File Preview (option B) be the best fit here? In Service Console, agents can usually use File Preview straight from the chat for common formats like PDF. Downloading (C) is a workaround but not as seamless. I think B matches what Salesforce recommends-correct me if this doesn't work with WhatsApp integration specifically.
Option B
B, pretty sure. Had something like this in a mock and File Preview was the pick.
Are WhatsApp file previews natively supported in the Service Console or only for certain channels? Not clear to me if B is always available here.
B tbh, File Preview is what's called out in official Salesforce resources for this use case. Pretty sure that's what they'd expect on the exam, unless WhatsApp integration changes things. Worth double-checking docs or hands-on labs if unsure.
Its C in this case. Downloading the PDF from the chat window seems like what the agent would typically do to preview it, since not all integrations support direct file preview. Unless WhatsApp File Preview is enabled by default (which I doubt), C looks more practical to me. Let me know if I'm missing something.
I don’t think downloading (C) is necessary here. B makes more sense since File Preview lets agents view PDFs right in the chat, which fits the ask in Service Console. Pretty sure it’s B, unless there’s some weird org restriction.
Maybe C. Saw a similar question in the official practice test and it talked about downloading files from chat.
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