Salesforce Certified Service Cloud Consultant — Question 91

A service agent is in a messaging session with a customer. The customer abruptly stops responding for 30 minutes.

What should the consultant recommend that the agent do next?

Answer options

• A. Leave the messaging session with the customer open.
• B. Mark the messaging session as customer Inactive.
• C. End the messaging session with the customer.

Correct answer: C

Explanation

The correct action is to close the messaging session with the client (C), as prolonged inactivity can hinder efficiency. Leaving the session open (A) may lead to unnecessary waiting and clutter, while marking it as inactive (B) does not resolve the situation effectively.