What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
A . Configure Lightning Guided Engagement.
B . Configure a Live Chat Validation Rule.
C . Customize the Pre-chat form.
D . Customize the Lightning Console chat page.

View Answer

Answer: C

Explanation:

Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps 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 Reference:

Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms