Given a Scenario, Identify the Appropriate Service Console Features to Meet the Business Need. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 6)

Questions 26–29

1. 26foundation · easy

   A service manager wants to monitor real-time metrics like case volume and average handle time directly within the console. Which console feature should be used to display these metrics?

   • ADashboards
   • BConsole tabs
   • CMacros
   • DQuick actions
   Reveal Solution Discussion Select an answer first
2. 27expert · hard

   A company wants agents to see suggested Knowledge articles based on the case subject and description, and also allow agents to attach an article to the case. They want this to happen without leaving the case record. What should the admin configure?

   • AUse a flow to suggest articles based on case fields.
   • BEnable the Knowledge panel in the utility bar and configure article suggestions.
   • CCreate a custom tab for Knowledge and use a quick action to attach.
   • DAdd a related list of Knowledge articles to the case layout.
   Reveal Solution Discussion Select an answer first
4. 28foundation · easy

   An administrator is asked to improve agent efficiency by ensuring that when a case is opened, the related account and contact details are immediately visible without extra clicks. Which Service Console feature should be configured?

   • AGlobal search settings
   • BEmail-to-case rules
   • CCustom object tab
   • DService Console layout with related lists and components
   Reveal Solution Discussion Select an answer first
5. 29foundation · easy

   An organization needs a new button on the case page that lets agents escalate a case with a single click. Which customization should be used?

   • ACreate a custom quick action
   • BAdd a report chart
   • CCreate a custom tab
   • DModify the utility bar
   Reveal Solution Discussion Select an answer first