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

Explanation:

Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement