Which two things will happened?

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?
A . The Customer is shown the new Rep’s name
B . Both Service Reps can chat with the customer
C . The chat transcripts and case are transferred
D . The Customer doesn’t know they were transferred

View Answer

Answer: A, C

Explanation:

When a service rep transfers a live agent chat to another rep, the customer is shown the new rep’s name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details. This helps the new rep understand the customer’s issue and provide a seamless service experience.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Transfer Chats