Which is a capability of the new Service Cloud console?
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A. B. C. D. E.ABE.
The Service Cloud console is a tool in Salesforce that allows customer service agents to manage customer inquiries and cases efficiently. It is a unified interface that provides a 360-degree view of customer data, enabling agents to provide personalized and effective support.
Of the options listed, there are a few capabilities of the new Service Cloud console:
A. It provides data visibility by combining a list view and related records on one screen: This means that agents can see a list of cases or inquiries and view related information, such as customer details, all on one screen. This can help agents to quickly access the information they need to provide support.
B. It allows agents to view key record information in the highlights panel: The highlights panel is a section of the console that displays key information about a case or inquiry, such as the customer's contact information, case status, and related records. This can help agents to quickly understand the context of a customer inquiry and provide more effective support.
C. It preserves the context of calls using primary tabs and subtabs: This means that when an agent is on a call with a customer, they can open related records in subtabs while still keeping the primary tab on the call. This helps agents to maintain context and provide more efficient support.
D. It does not allow access to data by opening each record in a new window: This is not a capability of the new Service Cloud console. Instead, the console allows agents to access and manage customer data within the same interface.
E. It allows agents to take notes in an interaction log while in a call: This is also a capability of the Service Cloud console. The interaction log is a section of the console where agents can take notes about a customer inquiry or case while they are on a call. This can help agents to keep track of important details and provide more personalized support.
Overall, the Service Cloud console provides a unified interface for managing customer inquiries and cases. It allows agents to access and view customer data more efficiently, and provides tools such as the highlights panel and interaction log to help agents provide more effective support.