Salesforce Certified Service Cloud Consultant — Question 12

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

Answer options

• A. Next Best Actions
• B. Push Notifications
• C. Omni-channel Supervisor
• D. Case Feed

Correct answer: C

Explanation

The Omni-channel Supervisor feature allows Support Managers to monitor and interact with Agents in real-time during customer interactions, making it the correct choice. Next Best Actions, Push Notifications, and Case Feed do not provide the direct capability for real-time feedback during chat sessions.