Learn how to set up live chat support for customers in your Salesforce Experience Cloud community using the Chat setup flow in the Service Console.
Table of Contents
Question
Universal Containers is planning to build a community where customers will be able to view Knowledge articles and chat live with a support agent.
What should the administrator use to configure the chat functionality?
A. Service Channel and Chatter
B. Service Console and Service Channel
C. Experience Builder and Chatter
D. Chat setup flow in the Service Console
Answer
D. Chat setup flow in the Service Console
Explanation
To configure chat functionality for a Salesforce Experience Cloud community where customers can view Knowledge articles and chat live with support agents, the administrator should use the Chat setup flow in the Service Console.
The Chat setup flow in the Service Console provides a streamlined process for configuring and customizing the live chat experience within the community. This includes setting up chat buttons, defining pre-chat forms, and assigning chat requests to the appropriate support agents or queues.
The Service Console itself is a dedicated interface for support agents to manage multiple chat sessions simultaneously, access relevant customer information, and collaborate with other agents as needed.
Experience Builder, mentioned in option C, is used for designing and customizing the overall layout and components of the community, but not specifically for configuring chat functionality.
Service Channel and Chatter, mentioned in options A and B, are not directly used for setting up live chat support in Experience Cloud communities.
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