Salesforce Certified Platform App Builder — Question 450

Service Agents are required to confirm a user's identity before providing support information over the phone.
What feature can an app builder use to help agents meet this requirement?

Answer options

• A. Add Path to the top of the Case layout.
• B. Include Surveys as a Case related list.
• C. Guided Action Flows on the record page.
• D. Case Validation Rules.

Correct answer: C

Explanation

The correct answer is C, as Guided Action Flows can guide agents through the process of verifying user identity step-by-step, ensuring compliance with security protocols. The other options do not directly assist agents in confirming identity; for instance, adding a Path or Surveys does not provide a structured verification process, while Validation Rules focus on data integrity rather than user identity confirmation.