Examkin

Question

Difficulty: EasyService Cloud Console Configuration

A support manager wants agents using the Lightning Service Console to have persistent, docked access to background tools such as History and Softphone at the bottom of their screen regardless of which record tab is active. Which setting should a Salesforce Administrator configure to meet this requirement?

  1. A
    The Highlights Panel within the Case Record Page Layout
  2. The Utility Items section within the App Manager for the Service Console applicationAnswer
  3. C
    The Feed Tracking settings on the Case object detail page
  4. D
    The Navigation Items menu under Lightning App Builder page options

Answer

The Utility Items section within the App Manager for the Service Console application
Configuring Utility Items in App Manager adds a fixed utility bar to the bottom of the Lightning Service Console app. This allows agents to access productivity components like History, Notes, or Softphones persistently regardless of the record page they are viewing.

Step-by-Step Solution

1
Identify the user requirement for persistent, docked tools at the bottom of the console screen.
Recognize that persistent footer tools in Lightning Experience apps are known as Utility Bar items.
Utility items remain accessible across all navigation subtabs and primary tabs in a Lightning Console app.
2
Navigate to Setup and open App Manager to locate the specific Lightning Service Console app.
Edit the console app settings and locate the Utility Items menu tab.
Utility bars are configured at the application level within App Manager.

Key Concept

Service Cloud Console Utility Bar Configuration
Estimated Time:1m 0s
Rate this question

Topics

Service Cloud Console Configuration

More questions from this topic