Support reps at Cloud Kicks handle three unique types of customer issues.

The Actions & Recommendations component is the Salesforce best practice for guiding support reps through issue-specific processes and ensuring Einstein Next Best Action is displayed contextually. It allows admins to embed screen flows or recommended actions directly within the Service Console, enabling reps to collect relevant information and follow standardized steps.

This aligns with the Service Cloud Solution Design domain in the exam guide, which stresses designing intuitive and guided agent experiences.

Option B would fragment the user experience across record pages, making training and navigation difficult.

Option C is part of standard case setup but does not provide guided flows or actionable recommendations for new agents.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Service Cloud Solution Design Domain.

Salesforce Help: “Guide Agents with the Actions & Recommendations Component”.

Salesforce Spring ’24 Release Notes – Einstein Next Best Action Enhancements.