What feature should a consultant configure to meet this requirement?

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

What feature should a consultant configure to meet this requirement?
A . Push Notifications
B . Case Feed
C . Omni-channel Supervisor
D . Next Best Actions

View Answer

Answer: C

Explanation:

Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview