Which Salesforce feature enables a tier 2 service representative to take over case processing from tier 1 and see the prior troubleshooting steps?

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

Answer: (B)

The concept here is providing a seamless transfer of case work between support tiers with full context. Lightning Guided Engagement is designed for exactly this: it offers a structured, guided escalation workflow that surfaces the relevant case details and the actions already taken. When a Tier 1 case moves to Tier 2, the next agent can see the prior troubleshooting steps, notes, and recommended next actions, and continue from where the previous agent left off. This minimizes rework and speeds resolution by maintaining continuity.

Other options don’t fit as well. Service Console Macros automate repetitive actions but don’t inherently preserve or present the full troubleshooting context for the next agent. Lightning Flow Component can implement guided processes, but it isn’t specifically about agent-to-agent handoffs with preserved case history. A path for Cases helps with visualizing stages and required fields, not with cross-tier handoffs or sharing prior steps.