# Cases, Enhanced Chat and Agentforce Service on sites

*Experience Cloud Consultant Study Guide · Administration, Setup, and Configuration · Last updated October 24, 2026 · https://www.certifyforce.com/study-guide/experience-cloud-consultant/administration-setup-and-configuration/cases-enhanced-chat-and-agentforce-service-on-sites*

How cases work on Experience Cloud sites: the site case feed and Question-to-Case (Aura and Visualforce only), guest case forms and case deflection, adding Enhanced Chat with the Embedded Messaging component, retiring legacy Chat, and connecting an Agentforce Service agent through an Omni-Channel flow.

- Certification: Salesforce Experience Cloud Consultant
- Exam section: Administration, Setup, and Configuration
- Study guide: https://www.certifyforce.com/study-guide/experience-cloud-consultant

**Official exam objective:**

> Apply ticketing and Agentforce Service capabilities for Experience Cloud.

## What the exam expects

- Set up the site case feed and fix a case page that doesn't show it.
- Enable Question-to-Case, give moderators the Escalate to Case action, and route the cases it creates.
- Let guests submit cases through the Contact Support Form, and explain what Case Deflection shows guests.
- Add Enhanced Chat with the Embedded Messaging component in the right region, and replace legacy Chat.
- Connect an Agentforce Service agent to a site through an Omni-Channel flow, a messaging channel and an embedded service deployment.

Key terms:
- **Site case feed**: a unified Chatter feed of a case's posts, questions and emails for agents and site members.
- **Question-to-Case**: moderators escalate an unresolved Chatter question into a case.
- **Case Deflection component**: suggests articles and discussions while a user types into the Contact Support Form.
- **Embedded Messaging component**: the Experience Builder component that adds Enhanced Chat (formerly Messaging for In-App and Web) to a site.
- **Inbound Omni-Channel flow**: the flow whose Route Work action sends messaging sessions to an agent, with a fallback queue.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Site case feed | Aura and Visualforce sites; needs Chatter; Support Settings | [Site Case Feed](https://help.salesforce.com/s/articleView?id=sf.ccf_overview.htm&language=en_US) |
| Aura Case Detail page | Chatter Case Detail (default) or Record Detail, then publish | [Set Up Site Case Feed](https://help.salesforce.com/s/articleView?id=experience.ccf_set_up_community_case_feed.htm&language=en_US&type=5) |
| Question-to-Case | Not on LWR or Help Center; no assignment rules; moderator owns unless a queue is set | [Question-to-Case](https://help.salesforce.com/s/articleView?language=en_US&id=experience.questions_qtc_enable_qtc.htm&type=5) |
| Escalating | Moderation permission plus Create on cases | [Question-to-Case](https://help.salesforce.com/s/articleView?language=en_US&id=experience.questions_qtc_enable_qtc.htm&type=5) |
| Guest deflection search | Article titles only; default 6 suggestions | [Case Deflection](https://help.salesforce.com/s/articleView?id=experience.rss_case_deflection.htm&language=en_US&type=5) |
| LWR guest case form | Public APIs preference, Read and Create on Case, field-level security, public access | [LWR Contact Support Form](https://help.salesforce.com/s/articleView?id=experience.networks_lwr_contact_support_form.htm&language=en_US&type=5) |
| Embedded Messaging | Template footer only; remove Embedded Service and Channel Menu | [Embedded Messaging](https://help.salesforce.com/s/articleView?language=en_US&id=experience.rss_embedded_messaging.htm&type=5) |
| Legacy Chat | Retirement dated February 14, 2026; standard bots only, no AI agents | [Replace Legacy Chat](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US&type=5) |

## Check yourself

- Why might an Aura site show no case feed after Enable Site Case Feed is selected?
- Who owns a case created by Question-to-Case when no queue is associated?
- When does Case Deflection return fewer matches?
- Why can't legacy Chat host an Agentforce Service agent?

## Sources

- [Site Case Feed](https://help.salesforce.com/s/articleView?id=sf.ccf_overview.htm&language=en_US)
- [Set Up the Site Case Feed](https://help.salesforce.com/s/articleView?id=experience.ccf_set_up_community_case_feed.htm&language=en_US&type=5)
- [Enable Question-to-Case](https://help.salesforce.com/s/articleView?language=en_US&id=experience.questions_qtc_enable_qtc.htm&type=5)
- [Case Deflection](https://help.salesforce.com/s/articleView?id=experience.rss_case_deflection.htm&language=en_US&type=5)
- [Send Visitor Information to the Salesforce Case Object](https://help.salesforce.com/s/articleView?id=experience.networks_lwr_contact_support_form.htm&language=en_US&type=5)
- [Embedded Messaging](https://help.salesforce.com/s/articleView?language=en_US&id=experience.rss_embedded_messaging.htm&type=5)
- [Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud Site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&language=en_US&type=5)
- [Replace Legacy Chat with Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US&type=5)
- [Connect an Agent to Enhanced Chat v1](https://help.salesforce.com/s/articleView?language=en_US&id=ai.agent_deploy_enhanced_chat_v1.htm&type=5)
- [Enable Other Salesforce Features in Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=sf.networks_enable_other_salesforce_features.htm&language=en_US&type=5)
- [Best Practices and Considerations When Configuring the Guest User Profile](https://help.salesforce.com/s/articleView?id=platform.networks_guest_profile_best_practices.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 9 linked practice questions, and unlimited timed mock exams are included with the Experience Cloud Consultant pack (USD $19): https://www.certifyforce.com/practice-exams