Ursa Major Solar has received complaints about inconsistent customer service experiences and wants to provide its agents with a checklist of items that must be accomplished when servicing a case. What should an app builder use to implement this?
The correct answer is B. Actions & Recommendations component.
The Actions & Recommendations component is used to give agents a guided to-do list/checklist on a record page. Salesforce documentation describes it as a component that can show flows, quick actions, and recommendations so agents can complete required steps consistently. This matches the requirement to provide service agents with checklist items when servicing a Case.
Why others are incorrect:
A “Business component” is not the standard Salesforce feature for this.
Activity Timeline shows activities, not a required checklist.
Highlights Panel shows key fields and actions, not guided service steps.
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