What is a primary use case for Salesforce Communities in a support context?

To automatically assign cases to agents based on skills

To enable customers to find answers and interact through self-service and forums

To provide a workspace for agents to handle multiple cases

To allow agents to chat with customers in real time

A company wants to provide a community portal where customers can submit cases and also chat with agents. They want the chat to be available only during business hours. What is the most efficient way to configure this?

Set the chat button's 'Availability' to 'Business Hours' and configure the business hours in the org.

Use a formula-based visibility rule on the chat button to show it only during business hours.

Use a custom Visualforce page for the chat button that checks the time and conditionally renders the button.

Create a workflow rule to deactivate the chat button outside business hours.

How do Salesforce Communities enable customers to interact with support?

By providing a console for agents to manage cases

By providing a real-time chat interface

By offering self-service portals and discussion forums

By routing cases to the most appropriate agent

What is the primary function of Omni-Channel in Salesforce?

To enable real-time chat between agents and customers

To route work items to the most appropriate agent based on skills and availability

To provide a customer self-service portal

To provide a feed-based interface for case collaboration

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 4)

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 16–19

16foundation · easy
What is a primary use case for Salesforce Communities in a support context?
Select an answer first
17expert · medium
A company wants to provide a community portal where customers can submit cases and also chat with agents. They want the chat to be available only during business hours. What is the most efficient way to configure this?
Select an answer first
18foundation · easy
How do Salesforce Communities enable customers to interact with support?
Select an answer first
19foundation · easy
What is the primary function of Omni-Channel in Salesforce?
Select an answer first

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