How can a Consultant configure the Lightning Service Console to support this requirement?

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.

How can a Consultant configure the Lightning Service Console to support this requirement?
A . Enable Omni-Channel Case assignment
B . Define separate Record Types for Tier 1 and Tier 2
C . Implement Lightning Guided Engagement
D . Configure a Visual Flow Troubleshooting Action

View Answer

Answer: C