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

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?
C) Actions & Recommendations component
A) Activity analytics tab
B) Case History related list

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

Actual exam question for Salesforce's Service-Con-201 exam
Question #: 9
Topic #: 6
[All Service-Con-201 Questions]

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?

Show Suggested Answer Hide 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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Salina
15 days ago
I lean towards C) Actions & Recommendations. It guides reps effectively.
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Goldie
20 days ago
A) Activity analytics could also show trends over time. That's useful!
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Kaycee
25 days ago
I agree with Laila. B) Case History is straightforward for tracking.
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Britt
1 month ago
C) Actions & Recommendations component could help reps see what to do next.
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Refugia
1 month ago
I feel A) Activity analytics tab might be better. It gives insights on performance.
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Laila
1 month ago
I think it's B) Case History related list. It shows the timeline clearly.
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Lasandra
2 months ago
C) Actions & Recommendations is interactive. Helps with decision-making.
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Johnna
2 months ago
A) Activity analytics is useful for performance insights.
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Anna
2 months ago
I prefer B) Case History. It gives a clear timeline of actions.
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Claudio
2 months ago
C) Actions & Recommendations component seems best. It guides reps on next steps.
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Sommer
2 months ago
I feel A) Activity analytics tab could work too. It shows detailed stats.
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Bethanie
2 months ago
I think it's B) Case History related list. It tracks all actions.
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Taryn
3 months ago
Actions & Recommendations component seems off for this.
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Goldie
3 months ago
I’m surprised there’s no direct option for tracking pauses.
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Elden
3 months ago
Wait, can the Activity analytics tab do that too?
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Dorthy
4 months ago
Totally agree, it shows all the activity details!
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Tonette
5 months ago
I think the Case History related list is the way to go.
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Youlanda
5 months 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 months 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
5 months 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
6 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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