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By Salesforce · Question Mode

QuestionQ304

Service Console

Cloud Kicks support-center agents use a service console. During several hours, an agent can work with as many as 10 different customers. Agents often need to return to an earlier case and call the customer. The number to dial is recorded in the case notes.

Which two service console features are recommended to work together to improve this process?

Choose two
  • A Outbound Sales Dialer
  • B Quick Action
  • C History Utility
  • D Macros
Explanation

The History utility lets Lightning console users access recently visited workspace tabs and subtabs; it supports up to 10 workspace tabs, making earlier cases easy to reopen. A case Quick Action can provide a streamlined, case-specific call task, such as logging or initiating the return call using the number captured for that case. Quick actions support the standard Log a Call action and its layout can be configured for the relevant record.

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