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 3)

Questions 11–15

1. 11foundation · easy

   Which Salesforce feature provides a feed-based, collaborative interface for managing cases and interacting with customers?

   • ALive Agent
   • BOmni-Channel
   • CService Cloud Console
   • DCase Feed
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   What is the main purpose of the Service Cloud Console?

   • ATo route work items to agents based on skills
   • BTo provide a customer-facing portal for self-service
   • CTo increase agent productivity by handling multiple records and tasks in one view
   • DTo enable real-time chat between agents and customers
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   What is the primary purpose of Live Agent in Salesforce?

   • ATo route cases to the most appropriate agent based on skills
   • BTo allow agents to collaborate on cases using a feed-based interface
   • CTo enable real-time chat between agents and customers
   • DTo provide a console view for agents to handle multiple records
   Reveal Solution Discussion Select an answer first
5. 14application · easy

   A company wants to offer real-time chat support on its website. They have a team of agents who are already handling cases via Omni-Channel. The administrator needs to configure the chat so that it routes to agents who are available and have chat capacity. What is the first step the administrator must take?

   • ACreate a new Omni-Channel routing configuration for chats and assign it to the chat button.
   • BEnable Live Agent in the Salesforce org and add the chat button to the website.
   • CCreate a permission set for Live Agent and assign it to all support agents.
   • DAdd the Omni-Channel utility to the Service Cloud Console for all agents.
   Reveal Solution Discussion Select an answer first
6. 15application · medium

   An organization uses Salesforce Communities for customer self-service. Support agents currently work in the classic Case tab and want to see a chronological history of all interactions with a customer, including emails, posts, and internal comments, in one place. They also want to collaborate with each other on a case without sending internal emails. What should the administrator enable?

   • AEnable Case Feed and add the Chatter feed component to the Case page layout.
   • BEnable the 'Email-to-Case' feature and set up assignment rules to route emails to the case feed.
   • CCreate a custom Visualforce page that queries all activities and displays them in a list, and add it to the Case layout.
   • DEnable the 'Customer Service' license and turn on the 'Case History' related list on the Case layout.
   Reveal Solution Discussion Select an answer first