Salesforce Certified Service Cloud Consultant — Question 50

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

Answer options

• A. Add History to the Utility bar.
• B. Define a custom List View.
• C. Use a second Console session.
• D. Keep all Case open in tabs.

Correct answer: A

Explanation

Adding History to the Utility bar allows users to quickly access and review previous cases they have worked on, making it efficient for updates. The other options do not provide the same level of quick access; a custom List View may require more navigation, a second Console session could complicate workflow, and keeping all cases open in tabs can clutter the interface and be inefficient.