A support manager wants agents to handle multiple cases and related records simultaneously without switching tabs. Agents also need to see their assigned work items from Omni-Channel in the same view. Which Salesforce feature should the administrator configure to meet both requirements?

Enable the Service Cloud Console and add the Omni-Channel utility to the console navigation.

Create a custom Lightning app with a split view and add the Omni-Channel component to the home page.

Enable the Salesforce Mobile App and configure the Omni-Channel mobile navigation.

Enable the 'Multi-Tab' feature in the classic Case tab and add the Omni-Channel sidebar.

A company has a community portal where customers can post questions and interact. Support agents want to see these community posts in the Case Feed when working on a case. The administrator has enabled the community and Case Feed. What must be configured to ensure community posts appear in the Case Feed?

Create a custom object for community posts and add it as a related list on the Case layout.

Enable the 'Chatter Answers' feature in the community and link it to the Case object.

Enable the 'Feed Tracking' for the Case object and ensure the community posts are linked to the case via a lookup field.

Ensure the community posts are made on the case record itself, as Case Feed displays posts made directly on the case.

An administrator is configuring the Service Cloud Console for a team that uses Case Feed. Agents report that when they open a case from the Omni-Channel utility, the Case Feed is not visible, but it is visible when they open a case from a list view. What is the most likely cause?

The agent's profile does not have the 'Read' permission on the Case Feed object.

The Omni-Channel utility is not configured to show the Case Feed.

The Case Feed component is not added to the Case page layout used in the console.

The Case Feed is disabled for the console app, but enabled for the standard app.

SalesforceCertified Platform Administrator II

Domain 5Objective 3

Describe the Features of Salesforce Which Enable Interaction Between Support Agents and Customers (Live Agent, Case Feed, Service Cloud Console, and Communities, Omni-Channel). PLATFORM-ADMINISTRATOR-II Practice Questions (Page 1)

Part of the SERVICE CLOUD APPLICATIONS domain, which accounts for 10% of the PLATFORM-ADMINISTRATOR-II exam.

19questions here

4free pages

5concepts

10%of the exam

Questions 1–5

1application · medium
A support manager wants agents to handle multiple cases and related records simultaneously without switching tabs. Agents also need to see their assigned work items from Omni-Channel in the same view. Which Salesforce feature should the administrator configure to meet both requirements?
Select an answer first
2expert · medium
A company has a community portal where customers can post questions and interact. Support agents want to see these community posts in the Case Feed when working on a case. The administrator has enabled the community and Case Feed. What must be configured to ensure community posts appear in the Case Feed?
Select an answer first
3expert · medium
An administrator is configuring the Service Cloud Console for a team that uses Case Feed. Agents report that when they open a case from the Omni-Channel utility, the Case Feed is not visible, but it is visible when they open a case from a list view. What is the most likely cause?
Select an answer first
4foundation · easy
A company wants to provide real-time text-based support directly from its website. Which Salesforce feature is designed for this purpose?
Select an answer first
5foundation · easy
Which Salesforce tool is designed to help agents handle multiple records and tasks in a single view?
Select an answer first

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Describe the Features of Salesforce Which Enable Interaction Between Support Agents and Customers (Live Agent, Case Feed, Service Cloud Console, and Communities, Omni-Channel). PLATFORM-ADMINISTRATOR-II Practice Questions (Page 1)

Questions 1–5

A support manager wants agents to handle multiple cases and related records simultaneously without switching tabs. Agents also need to see their assigned work items from Omni-Channel in the same view. Which Salesforce feature should the administrator configure to meet both requirements?

An administrator is configuring the Service Cloud Console for a team that uses Case Feed. Agents report that when they open a case from the Omni-Channel utility, the Case Feed is not visible, but it is visible when they open a case from a list view. What is the most likely cause?

A company wants to provide real-time text-based support directly from its website. Which Salesforce feature is designed for this purpose?

Which Salesforce tool is designed to help agents handle multiple records and tasks in a single view?

Keep studying — SERVICE CLOUD APPLICATIONS