Salesforce Service-Con-201 Exam - Topic 3 Question 2 Discussion

Actual exam question for Salesforce's Service-Con-201 exam

Question #: 2
Topic #: 3

Cloud Kicks uses Einstein Next Best Action to help service reps when working on a customer case. Multiple service reps work on the same case.

What should a consultant configure to show service reps when items were started, paused, resumed, and completed?

AActivity analytics tab

BCase History related list

CActions & Recommendations component

Show Suggested Answer

Suggested Answer: C

Comprehensive and Detailed Explanation From Exact Extract:

The Actions & Recommendations component is designed to work with Einstein Next Best Action to guide service reps through suggested steps and monitor their status in real-time. This includes tracking when an action is:

Started

Paused

Resumed

Completed

This component maintains state awareness and ensures continuity across agents in collaborative environments. It provides a user-friendly visual history that supports consistent service experiences and simplifies handoffs between reps.

by Kris at Dec 19, 2025, 02:00 AM

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Wenona

7 days ago

I'm going with the Actions & Recommendations component. It sounds like it's designed for this exact use case.

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Eveline

13 days ago

Haha, the correct answer is definitely the Case History related list. That's like Salesforce 101!

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Judy

18 days ago

Hmm, I'm not sure. The Activity analytics tab might give more detailed insights into the case progress.

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Nieves

23 days ago

The Case History related list seems like the obvious choice here. It's designed to track the history of a case.

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Tiara

28 days ago

I think the Actions & Recommendations component would be the best option to show the service reps the case activity details.

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Hector

1 month ago

I'm leaning towards the Case History related list because it seems like it would provide a comprehensive view of all actions taken on a case.

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Justine

1 month ago

I feel like we practiced a question similar to this, and I think the Activity analytics tab was mentioned as a way to track activities, but I can't recall the details.

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Melvin

1 month ago

I remember something about the Case History related list being useful for tracking changes, but does it show the specific actions taken by reps?

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Chantell

2 months ago

I think the Case History related list is the way to go here. That should give the service reps a clear view of the timeline and status of the different actions taken on the case.

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Antonette

2 months ago

The key here is figuring out how to surface the start, pause, resume, and completion details for the service reps. I'm leaning towards the Actions & Recommendations component, but I'll double-check the other options too.

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Honey

2 months ago

Okay, this is a tricky one. I'm not sure if the Activity analytics tab or the Actions & Recommendations component would be the right way to go. I'll need to think this through carefully.

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Kristofer

2 months ago

Hmm, this seems like it's asking about tracking case activities. I'd probably start by looking at the Case History related list to see if that can show the timeline of actions.

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Stevie

2 months ago

I agree, the Case History related list sounds like the right choice.

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Madalyn

2 months ago

I think the Actions & Recommendations component might be the right choice since it shows real-time updates, but I'm not entirely sure.

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