Salesforce Service-Con-201 Exam - Topic 6 Question 9 Discussion

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

Question #: 9
Topic #: 6

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 Eileen at Apr 11, 2026, 01:14 AM

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Youlanda

6 hours ago

This question reminds me of a practice scenario where we discussed how to track case progress. I think the Case History related list could be the best fit here.

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Afton

5 days ago

I feel like the Activity analytics tab could provide insights, but it might not directly show the start, pause, and resume actions.

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Devora

11 days ago

I remember something about the Case History related list being useful for tracking changes, but I can't recall if it shows all those specific statuses.

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Vanna

16 days 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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