Agents often need to find solutions for common issues while working on a case. They want to search for articles without leaving the case record and see suggested articles based on the case details. Which console feature should be configured?

Add a related list of Knowledge articles to the case layout.

Use a quick action to open Knowledge in a new window.

Add the Knowledge panel to the utility bar.

Create a custom tab for Knowledge articles.

A business needs a new tab in the console that displays a custom object's records. Which customization should be performed?

Create a custom tab for the object

A call center wants to integrate its existing telephony system with Salesforce so agents can make and receive calls directly from the console. They also want to automatically log call details and run a macro to set the case status after each call. What should the admin configure?

Add a custom Lightning component for telephony and use a flow to update the case.

Use Omni-Channel to route calls and configure a quick action to log the call.

Enable the softphone and configure call logging and a macro to update the case status.

Configure the console's call controls and use a quick action to set the status.

SalesforceCertified Agentforce Service Consultant

Domain 9Objective 1

Given a Scenario, Identify the Appropriate Service Console Features to Meet the Business Need. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Part of the SERVICE CONSOLE domain, which accounts for 5% of the AGENTFORCE-SERVICE-CONSULTANT exam.

29questions here

6free pages

11concepts

5%of the exam

11 Concepts in This Objective

Service Console Layouts
Console Navigation and Tabs
Utility Bar and Components
Softphone and Call Controls
Omni-Channel Integration
Macros and Quick Actions
Console Dashboards and Reports
Case Management Features
Knowledge and Articles
Collaboration Tools
Customization and Configuration

Questions 6–10

6foundation · easy
A call center wants agents to make and receive phone calls directly from the console without leaving the application. Which console feature should be implemented?
Select an answer first
7application · medium
Agents often need to find solutions for common issues while working on a case. They want to search for articles without leaving the case record and see suggested articles based on the case details. Which console feature should be configured?
Select an answer first
8foundation · easy
A business needs a new tab in the console that displays a custom object's records. Which customization should be performed?
Select an answer first
9application · medium
A call center wants to integrate its existing telephony system with Salesforce so agents can make and receive calls directly from the console. They also want to automatically log call details and run a macro to set the case status after each call. What should the admin configure?
Select an answer first
10foundation · easy
An administrator wants to control which items appear in the console navigation so agents only see the records and tools relevant to their role. Which configuration should be used?
Select an answer first

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Given a Scenario, Identify the Appropriate Service Console Features to Meet the Business Need. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

A call center wants agents to make and receive phone calls directly from the console without leaving the application. Which console feature should be implemented?

Agents often need to find solutions for common issues while working on a case. They want to search for articles without leaving the case record and see suggested articles based on the case details. Which console feature should be configured?

A business needs a new tab in the console that displays a custom object's records. Which customization should be performed?

A call center wants to integrate its existing telephony system with Salesforce so agents can make and receive calls directly from the console. They also want to automatically log call details and run a macro to set the case status after each call. What should the admin configure?

An administrator wants to control which items appear in the console navigation so agents only see the records and tools relevant to their role. Which configuration should be used?

Keep studying — SERVICE CONSOLE