Salesforce Certified Advanced Administrator — Question 23

What are three capabilities of Chat in the Salesforce Console? (Choose three.)

Answer options

• A. Approval processes can be used to escalate cases in the chat window.
• B. The Details tab can be used to see information about the visitor.
• C. Chats can be transferred to other agents.
• D. The Articles tool can be used to search for Knowledge articles.
• E. Multiple visitors can chat in one window.

Correct answer: A, B, C

Explanation

The correct answers A, B, and C highlight essential functionalities of the Chat feature in the Salesforce Console, allowing for case escalation, visitor information viewing, and chat transfers. Options D and E are incorrect as they do not represent standard capabilities of Chat in this context.