Which feature provides step-by-step guidance to agents during case handling and shows progress?

• A. Service Console Macros
• B. Lightning Guided Engagement
• C. Lightning Flow Component
• D. A Path for Cases

Answer: (B)

Guided, step-by-step workflows with a visible sense of progress help agents stay on track as they work through cases. Lightning Guided Engagement is designed to present a guided sequence of actions to take while handling a case and to show how far you’ve progressed through those steps. It surfaces recommended next actions based on the case data, enforcing a consistent, efficient process and reducing guesswork or oversight.

A Path for Cases does offer progress indicators and guides users through stages, but its focus is more on the overall lifecycle of a record and the key fields at each stage rather than delivering a concrete, task-by-task workflow for case resolution. Flow components can deliver guided experiences, but they require building and maintaining the flow yourself, whereas Guided Engagement provides a built-in, ready-to-use guided path for case handling. Macros streamline repetitive actions but don’t provide step-by-step guidance or progress tracking through a case.