Salesforce Certified Experience Cloud Consultant — Question 90

Universal Containers has implemented Chat, but agents are complaining that they have to capture several pieces of information before being able to service the customer.
What should an administrator do to capture information upfront on the Experience Cloud site?

Answer options

• A. Create a flow for customers to fill out before initiating Chat.
• B. Create a pre-chat form to fill out before initiating Chat.
• C. Deploy a unique chat per topic.
• D. Enable Chat for only authenticated users and pass the user’s information on hidden fields.

Correct answer: B

Explanation

The correct answer is B, as a pre-chat form allows customers to provide necessary information before the chat begins, streamlining the process for agents. Option A suggests using a flow, which is less direct than a pre-chat form for this specific purpose. Option C focuses on topic differentiation, which does not address the information capture issue. Option D limits access to authenticated users, which may not be desirable for all scenarios.