Salesforce Certified Service Cloud Consultant — Question 87

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? (Choose two.)

Answer options

• A. Lightning Process Builder
• B. Lightning Flow for Service
• C. Interaction Log
• D. Path for Cases

Correct answer: B, C

Explanation

The correct answers, B and C, are essential for guiding agents through the customer interaction process and logging those interactions effectively. Lightning Flow for Service (B) allows for automated processes that enhance agent efficiency, while the Interaction Log (C) provides a platform for recording customer interactions. The other options, A and D, while useful, do not directly support the immediate needs of agent productivity in the context described.