Which features should be integrated into the Service Console to support agents after expansion?

• A. A Path for Cases
• B. Lightning Process Builder
• C. Interaction Log
• D. Lightning Flow for Service

Answer: (C)

When agents expand their workload, they need a complete, easily accessible view of every customer interaction in one place. The Interaction Log provides a centralized record of all engagements—calls, emails, chats, notes, and related cases—tied to the same account or contact. This gives agents the full context they need to pick up where the previous agent left off, avoid repeating questions, and resolve issues faster across multiple channels. It also creates a useful audit trail for compliance and quality assurance, which becomes more important as volume and channel variety grow.

Other features serve valuable roles, but they don’t deliver the same consolidated interaction history. A Path for Cases guides case stages visually but doesn’t unify all interactions. Process Builder automates behind-the-scenes actions, and Flow for Service offers guided tasks, but neither focuses on presenting a single, searchable conversation history within the Console. The Interaction Log directly supports situational awareness and continuity, making it the best fit for supporting agents after expansion.