Name: Salesforce.Service-Cloud-Consultant.v2020-12-08.q106 Question 95
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Salesforce.Service-Cloud-Consultant.v2020-12-08.q106
Question 95

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Question 95/106

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs with Case Subtabs

B. Account tabs and Cases tab

C. Case tabs with Account subtabs

D. Account tab with Cases related list

Correct Answer: D

Recent Comments (The most recent comments are at the top.)

Om - Jul 22, 2022

Case as subtabs of an Account is the way of UI presentation. It doesn't mean that if you open an account all the related cases would open as subtabs. In order to know about all the associated cases for an account you have to have a list somewhere and for that same purpose, cases as related list can be shown on the account object. Option D is correct in my opinion.

Iniesta - Jul 01, 2022

David is wright, it's A

https://blog.bessereau.eu/assets/pdfs/salesforce_console_impl_guide.pdf (7th page)

"A console displays all records as tabs so that users can quickly find, update, and create records on one screen. Primary tabs display the main item to work on, such as an account. Subtabs display related records, such as cases or contacts on an account."

David Jurado - Sep 10, 2021

A
https://help.salesforce.com/s/articleView?id=sf.console2_tabs_primary_subtab.htm&type=5
https://www.infallibletechie.com/2013/04/as-subtab-of-in-service-cloud-console.html

Related lists are not configured at the Service Console level but at the Page level.

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