A company has different case processes for different product lines, and agents need to see different picklist values and fields based on the product. What should the administrator configure?

Create two console apps and assign them based on the product line.

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

Create two different Case objects and assign them based on the product line.

Create record types for Case and assign different page layouts and picklist values to each.

A service team needs to open a related account record from a case without leaving the console. What should be configured to allow this?

A subtab for the Account object

A keyboard shortcut to open Account

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 2)

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 6–10

6foundation · easy
A business process requires agents to create a follow-up task with a single click from a case. What should be implemented?
Select an answer first
7foundation · easy
Agents need to log a call and update the case status in one step. What should be configured?
Select an answer first
8application · medium
A company has different case processes for different product lines, and agents need to see different picklist values and fields based on the product. What should the administrator configure?
Select an answer first
9foundation · easy
Agents need to take notes while on a call without navigating away from the case. Which utility bar item should be added?
Select an answer first
10foundation · easy
A service team needs to open a related account record from a case without leaving the console. What should be configured to allow this?
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 2)

Questions 6–10

A business process requires agents to create a follow-up task with a single click from a case. What should be implemented?

Agents need to log a call and update the case status in one step. What should be configured?

A company has different case processes for different product lines, and agents need to see different picklist values and fields based on the product. What should the administrator configure?

Agents need to take notes while on a call without navigating away from the case. Which utility bar item should be added?

A service team needs to open a related account record from a case without leaving the console. What should be configured to allow this?

Keep studying — SERVICE CONSOLE