What can support agents do using Live Agent? View customer chat transcripts and visitor records within Chatter. Manage chat sessions with customers within a Facebook feed.
Sakthivel Madesh
Sakthivel Madesh
3x Salesforce MVP | Platform Champion | 22x Salesforce Certified | MuleSoft Certified | All Star Ranger | TechForce Services | Sydney | Australia
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What is a use case for the Social Accounts and Contacts feature? A sales user can research an account by viewing YouTube videos from the account record. A support agent …
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How can a filter be used on a dashboard? Filter the data displayed on a dynamic dashboard. Filter the data by values in a specified range.
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How can an object be modified with schema builder? Create a relationship to a custom object. Add custom fields to a standard object.
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What can a user do when creating a report in the report builder? Add multiple report types to expand the set of data available. Add blocks to display records with …
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Where can an administrator configure the system usage messages that appear on the Force.com home page? System overview page.
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What can a user do when creating a report in the report builder? Filter the report to display records with no specific related child records. Add multiple report types to …
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How can Salesforce Knowledge be used? An administrator can activate and customize the validation status picklist. A support representative can author an article and attach it to an open case.
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What is a consideration when working with Chatter Answers? Case management, portal, and Salesforce Knowledge are configuration requirements.
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What should an administrator consider when setting up Live Agent? Users need object permissions to view chat transcripts. Administrators must enable Live Agent for Service Cloud users.