$100$ Points

$1$

How does Salesforce Flow for Service help customer service agents?

A

It shows a checklist that agents can print.

B

It helps an experienced agent show a new agent what to do$.$

C

It uses flows and quick actions to walk agents through customer engagements.

D

It allows an agent to open a record and seamlessly resume a customer conversation.

E

C and D

$2$

For a banking institution, which scenario is a good use case for Salesforce Flow for Service?

A

When a customer calls and wants to confirm an account balance, the service agent looks it up$.$

B

When a customer applies for a loan, the service agent runs a credit history check, completes the application, and processes it$.$

C

When a customer wants to find a branch near their home, the agent locates a nearby office.

D

When agents get a break, they use the Actions & Recommendations component to map out where to go for lunch.