While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better…

C. Messaging for In-App is correct because push notifications require a native mobile app context - Salesforce's Messaging for In-App channel is built specifically to integrate with mobile applications, which have the infrastructure (APNs for iOS, FCM for Android) to receive…

Case Management and Omni-Channel Routing

Question

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:

Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project. For which channels can UMS implement this?

Options

ASMS Messaging
BFacebook Messenger
CMessaging for In-App

Explanation

C. Messaging for In-App is correct because push notifications require a native mobile app context - Salesforce's Messaging for In-App channel is built specifically to integrate with mobile applications, which have the infrastructure (APNs for iOS, FCM for Android) to receive and display push notifications to customers even when the app is not open.

A (SMS Messaging) is incorrect because SMS messages are delivered through carrier networks using phone numbers - they are text messages, not push notifications, and do not rely on app-based notification frameworks.

B (Facebook Messenger) is incorrect because Facebook Messenger operates on Meta's own notification infrastructure, which is outside Salesforce's control; Salesforce cannot send native push notifications through Facebook Messenger as part of its Engagement features.

Memory tip: Think "push = app." Push notifications need an installed app to push to - only In-App messaging has that app-native connection, so when you see "push notifications" in a Salesforce exam question, anchor your thinking to the In-App (mobile) channel.

Topics

#push notifications#Messaging for In-App#customer engagement#messaging channels

Community Discussion

No community discussion yet for this question.

Full AP-226 Practice