Name: Salesforce.Service-Cloud-Consultant.v2024-04-09.q83 Question 36
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Question 36

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Question 36/83

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

A. Case History related list

B. Actions & Recommendations component

C. Activity analytics tab

Correct Answer: B

To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions & Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case.

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Trailer - Apr 11, 2024

https://help.salesforce.com/s/articleView?id=sf.console_lex_guided_action_history.htm&type=5

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