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Question 212 - Certified Advanced Administrator (CRT-211) discussion

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Ursa Major Solar wants to add a chat component to its corporate website, where its service agents can respond directly from Salesforce.

What are two considerations the administrator should understand before adding Chat to the Service Console? Choose 2 answers

A.
Chat is unavailable in Lightning Experience if also using Omni-Channel.
Answers
A.
Chat is unavailable in Lightning Experience if also using Omni-Channel.
B.
Chat can only be added to Standard navigation Lightning apps.
Answers
B.
Chat can only be added to Standard navigation Lightning apps.
C.
Chat must be routed with Omni-Channel in Lightning Experience.
Answers
C.
Chat must be routed with Omni-Channel in Lightning Experience.
D.
Chat can only be added to Console navigation Lightning apps.
Answers
D.
Chat can only be added to Console navigation Lightning apps.
Suggested answer: C, D

Explanation:

Chat must be routed with Omni-Channel in Lightning Experience because Omni-Channel is the only way to route chats to agents in Lightning Experience1.Chat can only be added to Console navigation Lightning apps because Chat is a console app feature and requires a console app with a console navigation style2.

Reference:1https://help.salesforce.com/s/articleView?id=sf.live_agent_chat_omnichannel.htm&type=52https://help.salesforce.com/s/articleView?id=sf.live_agent_chat_app.htm&type=5

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asked 23/09/2024
Dimitar Krachunov
31 questions
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