Name: Salesforce.Service-Cloud-Consultant.v2022-07-26.q148 Question 80
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Question 80

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Question 80/148

Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

A. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

B. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type

C. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

Correct Answer: B

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

Jason - Feb 07, 2023

I think its B

Hugo - Oct 27, 2022

To me it's B.
C isn't correct because they don't mention the visibility filter on the Customer information component, while they do for the Product information component. Thus I understand they don't include it

Oleg - Sep 16, 2022

C is the correct option. A condition for a visibility filter might be applied according to if a product field is populated or not.

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