Service-Cloud-Consultant Exam Dumps | what should a consultant recommend to ensure chat request contain enough infomration for customer service

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Salesforce.Service-Cloud-Consultant.v2024-05-23.q117
Question 113

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Question 113/117

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Customize the lightning console chat page

B. Configure a chat validation rule

C. Customize the pre chat form

D. ConfigureLightningGuided Engagement

Correct Answer: C

Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms

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