Service Agents are required to confirm a user's identity before providing support information over the...

Guided Action Flows (Screen Flows embedded in Lightning record pages) can walk agents through required steps — such as verifying identity — before proceeding.

Why A (Guided Action Flows) is correct:Exact Extract:“Use Guided Action Flows in Lightning App Builder to help agents complete processes in a step-by-step format directly on a record page.” — Salesforce Help | Guided Action FlowsThe app builder can embed a Screen Flow that prompts the agent to verify identity (e.g., asking security questions), then allows access or marks verification complete.

Why A (Guided Action Flows) is correct:Exact Extract:“Use Guided Action Flows in Lightning App Builder to help agents complete processes in a step-by-step format directly on a record page.” — Salesforce Help | Guided Action FlowsThe app builder can embed a Screen Flow that prompts the agent to verify identity (e.g., asking security questions), then allows access or marks verification complete.

Why not B:Path helps users track record stages, not enforce procedural steps.

Why not C:Surveys are used for feedback collection after cases, not real-time identity verification.

Why not D:Validation Rules enforce data quality on record save, not process guidance.