A company has different case handling processes for premium and standard customers. Agents need to see different fields and related lists depending on the customer tier, and the console should reflect this. What should the administrator configure?

Create two console apps and assign them based on the customer tier.

Create two record types for Case and assign different page layouts to each record type.

Use conditional formatting on the Case page layout to show different fields.

Create two different Case objects and assign them based on the customer tier.

Agents often work on multiple cases simultaneously and need to see a list of their cases while viewing a case record. They also need to quickly switch between the list and the record without losing their place. Which console feature should be enabled?

Enable split view on the Case object.

Add the Case list view to the utility bar.

Add the Case list view as a subtab in console navigation.

Enable the workspace feature on the Case object.

SalesforceCertified Agentforce Service Consultant

Domain 9Objective 3

Given a Set of Business Requirements, Describe How a Feature Should Be Implemented. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

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

23questions here

5free pages

8concepts

5%of the exam

8 Concepts in This Objective

Map requirements to Service Console features
Configure console navigation
Implement utility bar items
Customize console components
Apply console-specific settings
Use console actions and quick actions
Handle record and object interactions
Optimize console layout for productivity

Questions 1–5

1foundation · easy
To improve agent efficiency, a manager wants agents to see a list of cases while working on a case detail. Which console feature should be used?
Select an answer first
2application · medium
A company has different case handling processes for premium and standard customers. Agents need to see different fields and related lists depending on the customer tier, and the console should reflect this. What should the administrator configure?
Select an answer first
3application · medium
Agents often work on multiple cases simultaneously and need to see a list of their cases while viewing a case record. They also need to quickly switch between the list and the record without losing their place. Which console feature should be enabled?
Select an answer first
4foundation · easy
A team wants to organize the console so that the most frequently used tools are always visible. What should be arranged?
Select an answer first
5foundation · easy
A service manager wants agents to see a dashboard of key metrics directly in the console. Which console component should be added?
Select an answer first

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Given a Set of Business Requirements, Describe How a Feature Should Be Implemented. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Questions 1–5

To improve agent efficiency, a manager wants agents to see a list of cases while working on a case detail. Which console feature should be used?

A company has different case handling processes for premium and standard customers. Agents need to see different fields and related lists depending on the customer tier, and the console should reflect this. What should the administrator configure?

Agents often work on multiple cases simultaneously and need to see a list of their cases while viewing a case record. They also need to quickly switch between the list and the record without losing their place. Which console feature should be enabled?

A team wants to organize the console so that the most frequently used tools are always visible. What should be arranged?

A service manager wants agents to see a dashboard of key metrics directly in the console. Which console component should be added?

Keep studying — SERVICE CONSOLE