Administration, Setup, and Configuration25% of the exam
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.
Apply ticketing and Agentforce Service capabilities for Experience Cloud.
~8 min read · 9 practice questions ·
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
Site case feed
- Detail
- Aura and Visualforce sites; needs Chatter; Support Settings
Aura Case Detail page
- Detail
- Chatter Case Detail (default) or Record Detail, then publish
Question-to-Case
- Detail
- Not on LWR or Help Center; no assignment rules; moderator owns unless a queue is set
Escalating
- Detail
- Moderation permission plus Create on cases
Guest deflection search
- Detail
- Article titles only; default 6 suggestions
LWR guest case form
- Detail
- Public APIs preference, Read and Create on Case, field-level security, public access
Embedded Messaging
- Detail
- Template footer only; remove Embedded Service and Channel Menu
Legacy Chat
- Detail
- Retirement dated February 14, 2026; standard bots only, no AI agents
Sources for this section (7)
- Site Case Feedhelp.salesforce.com (opens in a new tab)
- Set Up Site Case Feedhelp.salesforce.com (opens in a new tab)
- Question-to-Casehelp.salesforce.com (opens in a new tab)
- Case Deflectionhelp.salesforce.com (opens in a new tab)
- LWR Contact Support Formhelp.salesforce.com (opens in a new tab)
- Embedded Messaginghelp.salesforce.com (opens in a new tab)
- Replace Legacy Chathelp.salesforce.com (opens in a new tab)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Experience Cloud Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 37 lessons of the Experience Cloud Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (9 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams