Universal Containers would like to route SMS text messages to a service rep from an Agentforce Service Agent. Which Service Channel should the company use in the flow to ensure it's routed properly?

The correct answer is A. Messaging. In Salesforce, SMS text messages are handled through the Messaging channel (part of Digital Engagement / Omni-Channel). When routing work from an Agentforce Service Agent to a human service rep via a flow, the Service Channel to select is 'Messaging' to ensure the work item is co

Service Cloud Fundamentals for Agents

Question

Options

AMessaging
BRoute Work Action
CLive Agent

How the community answered

(27 responses)

A
89% (24)
B
7% (2)
C
4% (1)

Explanation

In Salesforce, SMS text messages are handled through the Messaging channel (part of Digital Engagement / Omni-Channel). When routing work from an Agentforce Service Agent to a human service rep via a flow, the Service Channel to select is 'Messaging' to ensure the work item is correctly categorized and routed as a messaging conversation. 'Live Agent' (option C) is specifically for live web chat sessions, and 'Route Work Action' (option B) is a flow action element, not a Service Channel type.

Topics

#SMS Routing#Service Channels#Messaging for Service#Omni-Channel

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