A service team handles both phone calls and email cases. Agents need to see a list of their open cases while on a call, and they need to quickly switch between a case and the associated account without losing the case context. Which Service Console configuration should the administrator implement?

Enable split view on the Case object and add the Account quick action to the Case page layout.

Add the Account object as a related list on the Case page layout and enable the keyboard shortcut for switching tabs.

Add a list view component to the utility bar and enable the Account related list on the Case page layout.

Configure the console navigation to include Cases and Accounts as subtabs, and add a list view component to the utility bar.

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 3)

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 11–15

11foundation · easy
A business requirement asks for a way for agents to chat with customers directly from the console. Which utility bar item should be configured?
Select an answer first
12application · medium
A support team wants agents to see a customer's previous cases and notes while on a call, without opening a separate tab. Which two utility bar items should be added?
Select an answer first
13foundation · easy
Agents want to use keyboard shortcuts to quickly navigate between records. Which console setting should be adjusted?
Select an answer first
14application · medium
A service team handles both phone calls and email cases. Agents need to see a list of their open cases while on a call, and they need to quickly switch between a case and the associated account without losing the case context. Which Service Console configuration should the administrator implement?
Select an answer first
15foundation · easy
A business requires different fields to be visible on case records depending on the case type. What should be configured?
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 3)

Questions 11–15

A business requirement asks for a way for agents to chat with customers directly from the console. Which utility bar item should be configured?

A support team wants agents to see a customer's previous cases and notes while on a call, without opening a separate tab. Which two utility bar items should be added?

Agents want to use keyboard shortcuts to quickly navigate between records. Which console setting should be adjusted?

A service team handles both phone calls and email cases. Agents need to see a list of their open cases while on a call, and they need to quickly switch between a case and the associated account without losing the case context. Which Service Console configuration should the administrator implement?

A business requires different fields to be visible on case records depending on the case type. What should be configured?

Keep studying — SERVICE CONSOLE