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Which two options should a Consultant recommend to ensure Agents can efficiently use the following functionality?



Universal Containers allows Agents to work remotely using a company-provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. 

A. Ensure each laptop has a modern browser installed.
B. Add additional components to the Lightning console.
C. Allow the user to log into Live Agent from multiple browsers.
D. Coach users on minimizing open console tabs.

This question is part of Universal Containers (UC) quiz questions
Asked by Fbusbos, Last updated: Sep 14, 2020

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2 Answers

V. Barnes

V. Barnes

V. Barnes
V. Barnes

Answered May 10, 2018

The correct answer is option A and D. Live Agent configurations define the Live Agent functionality that is available to your agents and render adequate supervision when agents chat with customers. You can create Live Agent configurations to control the functionality of Live Agent in the Salesforce console.

Create profiles and users before you create configurations for the sake of efficiency. By doing this, you can create a configuration and assign it to the users and profiles at the same time.

To a certain point, Live Agent configurations enable you to control your users’ access to certain Live Agent features. You can create multiple configurations that define Live Agent’s functionality for multiple types of users. For example, you might create a configuration specifically for experienced agents that gives them more permissions than new agents have, or you might create a configuration for support supervisors that gives them the permissions that they need to monitor their employees.

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fbusbos

fbusbos

fbusbos
Fbusbos

Answered Dec 12, 2017

A. Ensure each laptop has a modern browser installed.
D. Coach users on minimizing open console tabs.
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