Discover two key Salesforce Service Console features that work together to streamline case management and improve agent productivity. Learn how to quickly access case history and initiate customer calls efficiently.
Table of Contents
Question
Support center agents at Cloud Kicks use a service console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process? (Choose two.)
A. Outbound Sales Dialer
B. Quick Action
C. History Utility
D. Macros
Answer
B. Quick Action
C. History Utility
Explanation
The two recommended Salesforce Service Console features that work together to improve the process of returning to prior cases and making customer phone calls are:
B. Quick Action
C. History Utility
The History Utility allows agents to quickly access recently viewed cases, making it easy to navigate back to a specific case when needed. This eliminates the need to search for the case manually, saving time and effort.
Quick Actions enable agents to perform common tasks, such as initiating a phone call, directly from the case record. By configuring a Quick Action for phone calls, agents can click a button to automatically populate the customer’s phone number from the case notes and initiate the call using the Outbound Sales Dialer or a third-party telephony integration.
The combination of the History Utility and Quick Actions streamlines the process of returning to prior cases and making customer phone calls. Agents can efficiently access the required case using the History Utility and then use a Quick Action to initiate the call with a single click, improving productivity and reducing the time spent on manual tasks.
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