Salesforce Certified Service Cloud Consultant — Question 86

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

Answer options

Correct answer: A

Explanation

The Case History related list is designed to track the timeline of actions taken on a case, making it the appropriate choice for displaying when items were started, paused, resumed, and completed. The Actions & Recommendations component focuses on suggested actions rather than historical activity, and the Activity analytics tab provides insights but does not specifically show the timeline of actions related to a case.