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Universal containers wants to assign support agents to handle only specific interaction channels based on...

Salesforce ADM-261 Full Course Access
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Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

A.

Create a service cloud console to support all channel groupings.

B.

Create an agent profile for each channel grouping.

C.

Create a unique case page layout for each channel grouping.

D.

Create an agent role for each channel grouping.

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