Salesforce Certified Service Cloud Consultant — Question 98

If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this requirement?

Answer options

• A. Define separate Record Types for Tier 1 and Tier 2
• B. Configure a Visual Flow Troubleshooting Action
• C. Implement Lightning Guided Engagement
• D. Enable Omni-Channel Case assignment

Correct answer: C

Explanation

The correct answer is C, as Lightning Guided Engagement provides a structured approach to guide users through troubleshooting and escalation processes. Options A and B do not specifically address the escalation requirement, while D relates to case assignment rather than the escalation process itself.