Exam Certified Service Cloud Consultant topic 1 question 23 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant

Question #: 23
Topic #: 1

[All Certified Service Cloud Consultant Questions]

Service Representatives are complaining that the Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required.
Which solution should a consultant suggest to improve the efficiency of console users?

A. Create multiple Console layouts
B. Enable Keyboard shortcuts
C. Define criteria-based record page components
D. Configure Macros

Show Suggested Answer

Suggested Answer: C 🗳️

by CryptoD at Jan. 25, 2023, 8:48 p.m.

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CryptoD

Highly Voted 1 year, 5 months ago

Selected Answer: C

Should be C. You don't enable keyboard shortcuts in Lightning, they are just there and you can't customise them. However, you can control the visibility of components based on criteria.

upvoted 17 times

Joe1Sf

1 year ago

You do enable keyboard shortcuts in lightning: https://www.infallibletechie.com/2013/11/how-to-enable-console-keyboard.html?expand_article=1

upvoted 1 times

borysyyf

11 months, 3 weeks ago

this is classic not lightning....

upvoted 2 times

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Paul421

Most Recent 10 months, 1 week ago

chatgpt says C C. Define criteria-based record page components Using criteria-based components can help declutter the interface by only displaying the features that are immediately relevant to the task at hand. This way, Service Representatives will only see the tabs and features they need for the specific case or situation they are currently working on, making the console less crowded and easier to navigate.

upvoted 1 times

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mou2206

11 months, 3 weeks ago

Selected Answer: B

Use keyboard shortcuts to work efficiently in Salesforce. Shortcuts help you navigate and work with records faster and without using your mouse. https://help.salesforce.com/s/articleView?id=sf.accessibility_keyboard_shortcuts.htm&type=5

upvoted 1 times

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j1010

1 year, 2 months ago

Selected Answer: A

It has to be A. Question says "difficult to find the tabs and features"... users unable to find tabs would not be helped by record page components. It's not B since one cannot enable keyboard shortcuts. It's not D because they wouldn't help users find tabs and features

upvoted 3 times

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sfreesway

1 year, 2 months ago

https://help.salesforce.com/s/articleView?id=sf.accessibility_keyboard_shortcuts.htm&type=5 Cannot be B as lightning keyboard shortcuts cant be customised

upvoted 3 times

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