CRT-261 Exam Dumps | Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents

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Salesforce.CRT-261.v2024-07-31.q89
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Question 40/89

Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

A. Social Customer Service

B. Service Console

C. Messaging

D. Chat

Correct Answer: B,C

Explanation
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified References: : Service Console Overview : : Messaging Overview

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