A company wants to reduce the volume of basic support calls by allowing customers to find answers and interact with each other online. They also want agents to be able to see a customer's community activity when working on a case. What should the administrator implement?

Enable Live Agent and add the chat button to the company's website.

Create a public knowledge base using Salesforce CMS and link it to the Case Feed.

Enable the 'Customer Portal' feature and set up a custom object for discussions.

Enable Salesforce Communities with a customer service template and enable Case Feed for agents.

An administrator is setting up Omni-Channel for a team that handles both cases and chats. The team wants to ensure that agents who are on a chat call are not simultaneously assigned a new case. What should the administrator configure?

Use a skill-based routing rule to route chats only to agents with the 'Chat' skill.

Enable the 'Auto-Decline' feature on the chat routing configuration.

Create a presence status for 'On Chat' and set it to 'Do Not Disturb'.

Set the chat capacity to 1 and the case capacity to 1 for each agent.

An administrator is configuring Omni-Channel for a team of 10 agents. The team handles cases, chats, and leads. The manager wants to ensure that chats are prioritized over cases, but only for agents who have the 'Chat' skill. The administrator has created the skills and assigned them. What else must be configured to ensure this priority?

Set the case routing configuration's 'Capacity' to 0 for agents with the 'Chat' skill.

Set the chat routing configuration's 'Priority' field to a higher value than the case routing configuration.

Create a presence status for 'Chat' and set it to 'Online' for all agents.

Enable the 'Chat' skill on the case routing configuration to ensure chats are routed first.

Which factor does Omni-Channel consider when routing work items to agents?

Agent's skills and availability

Customer's preferred language only

What is a key benefit of using Case Feed for case management?

It allows agents to see all open cases in a single list view

It enables agents to collaborate and interact with customers through a feed on the case record

It automatically routes cases to the most skilled agent

It provides a real-time chat interface for customers

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 2)

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 6–10

6application · medium
A company wants to reduce the volume of basic support calls by allowing customers to find answers and interact with each other online. They also want agents to be able to see a customer's community activity when working on a case. What should the administrator implement?
Select an answer first
7application · medium
An administrator is setting up Omni-Channel for a team that handles both cases and chats. The team wants to ensure that agents who are on a chat call are not simultaneously assigned a new case. What should the administrator configure?
Select an answer first
8expert · medium
An administrator is configuring Omni-Channel for a team of 10 agents. The team handles cases, chats, and leads. The manager wants to ensure that chats are prioritized over cases, but only for agents who have the 'Chat' skill. The administrator has created the skills and assigned them. What else must be configured to ensure this priority?
Select an answer first
9foundation · easy
Which factor does Omni-Channel consider when routing work items to agents?
Select an answer first
10foundation · easy
What is a key benefit of using Case Feed for case management?
Select an answer first

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