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What should a consultant recommend to accomplish this? If Universal Containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings--Phone--Phone and email--Social media (Facebook and Twitter).



A. Create a Service Cloud console to support all channel groupings
B. Create an agent profile for each channel grouping
C. Create a unique case page layout for each channel grouping
D. Create an agent role for each channel grouping

This question is part of Service Cloud 60Q
Asked by Kishor_kumar, Last updated: May 25, 2020

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John Smith

John Smith

Answered Aug 14, 2017

C. Create a unique case page layout for each channel grouping.
D. Create an agent role for each channel grouping.

 

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