CRT-261 Exam Dumps | Which feature should a consultant recommend to allow a tier 2 service representative to take over case

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Question 46/95

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

A. Lighining Row Component

B. Lightning Guided Engagement

C. Service Console Macros

D. Path for Cases

Correct Answer: D

Path for Cases is a feature that can allow a tier 2 service representative to take over case processing from tier
1 and know how far tier 1 had progressed in troubleshooting. Path for Cases is a feature that allows administrators to define the key stages and steps for resolving cases in Salesforce. Path for Cases can help agents track the progress of each case and see the guidance and tips for each stage. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.path_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.path_setup_cases.htm&type=5

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