Given a Set of Business Requirements, Describe How a Feature Should Be Implemented. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 5)

Questions 21–23

1. 21foundation · easy

   A service team needs to see a list of open cases while working on a case record without losing context. Which Service Console feature should be used?

   • AUtility bar
   • BSplit view
   • CConsole navigation
   • DSoftphone
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   A call center requires agents to make and receive calls directly from the console. Which console setting should be enabled?

   • ASplit view
   • BUtility bar
   • CSoftphone
   • DKeyboard shortcuts
   Reveal Solution Discussion Select an answer first
3. 23application · medium

   Agents need to escalate a case to a manager with a single click, which should change the case status and notify the manager. What should the administrator configure?

   • ACreate a workflow rule that sends an email alert when the status changes.
   • BCreate a custom button on the Case object that changes the status.
   • CAdd the Case object to the console navigation and instruct agents to manually update the status.
   • DCreate a quick action on the Case object that updates the status and sends an email alert.
   Reveal Solution Discussion Select an answer first