Explanation:

This question tests the knowledge of the native tools available for supervisors to monitor and manage a skills-based Omni-Channel operation in real-time.

Requirement: "View the backlog of work grouped by skills, to reassign reps to the appropriate skill." This is a real-time operational need for a supervisor to balance workload and agent capacity.

Why Option B is Correct:
The Omni Supervisor console is specifically designed for this purpose. It provides real-time, actionable visibility into Omni-Channel operations.

Key capabilities that meet the requirement include:
Assigned Work Tab: This tab shows all work items currently assigned to agents. Supervisors can filter and group this view by Skill to see exactly which skills have a backlog of pending work.

Unassigned Work Items View: This shows work items that are in the queue waiting for an available agent with the right skills.

Reassignment Capability: Directly from the Omni Supervisor console, a supervisor can manually reassign a work item from one agent to another, or reassign an agent to a different skill to help clear a specific backlog.

This provides a live, operational view that allows for immediate intervention, which is exactly what UC requires.

Why the other options are incorrect:
A. Configure custom logging and capacity alerts in Omni-Channel Flow:
While capacity alerts can notify a supervisor when an agent is at capacity, this is a reactive and limited approach.
"Custom logging" and flows would be a complex, custom-built solution for a problem that the Omni Supervisor console solves out-of-the-box. This is not the recommended path when a native, pre-built tool exists.

C. Create a custom report type with inline editing:
Salesforce Reports are for historical analysis, not for real-time operational management. The data in a report is not live; there is a latency that makes it unsuitable for making immediate reassignment decisions.
Inline editing in reports is for updating individual field values on records, not for the complex action of reassigning Omni-Channel work items or dynamically changing an agent's skills in real-time. This is the wrong tool for the job.

Key Concepts & References:
Omni Supervisor Console: A specialized console for managers and supervisors to monitor agent status, skills, capacity, and work backlogs in real-time and take manual action.

Skills-Based Routing: The Omni-Channel feature that routes work (e.g., cases, chats) to agents based on their assigned skills.

Real-Time vs. Historical Data: Operational decisions about reassignment require a live view of the queue, which Omni Supervisor provides. Reports provide a historical snapshot.

Declarative vs. Custom: The consultant should always recommend the standard, declarative tool (Omni Supervisor) over a custom-coded flow when it meets the requirement.

In summary, to view a skills-based backlog and perform reassignments, the consultant must recommend the purpose-built tool: the Omni Supervisor console.

Explanation:

Why C is correct
The question is about:
“ensure that service agents have access to the right customer information when viewing a case”

Key point:
Agents need to see customer (Contact/Account) details while working on the Case, not necessarily copy or duplicate that data.

In Lightning, the best way to do this is to:
Use the Related Record component (or similar) on the Case Lightning page.
Configure it to show fields from the Contact (and/or Account) related to the Case.

This lets agents see customer info in real time, without data duplication.

This aligns with:
Good data modeling (no unnecessary copies).
Always showing up-to-date customer data from the source record (Contact).

So exposing cross-object fields via the page layout/Lightning page is the clean, recommended solution.

Why not A or B?
A. Use a formula to pull fields from a contact record to the case.
Cross-object formulas can show data on the Case, but:
They’re read-only.
You still need to add those fields to page layout.
It’s less flexible and more maintenance-heavy if many fields are needed.
Also, the question is more about page layout access, not calculated values.

B. Use a flow to copy a value from a contact record to the case.
This duplicates data from Contact to Case.
If customer info changes on the Contact, the Case fields go out of sync unless constantly updated.
More automation and maintenance than needed just to “give agents access to the right customer information.”

Final Answer
C. Expose cross object fields on the case record Lightning page.

Explanation:

When a Service Cloud Voice sandbox is created or refreshed, the following behavior occurs:

AWS Account: Salesforce automatically provisions a new AWS account (subaccount) for the refreshed or newly created sandbox org. This is done to maintain the required security and separation between your testing and production environments. The old sandbox's link to its original AWS environment is broken.

Contact Center (Metadata): The metadata related to the contact center setup (like the CallCenter record, Connected Apps, and Voice settings) is copied, as it is standard Salesforce metadata. However, the connection to the Amazon Connect instance itself and the AWS artifacts (Lambda functions, security policies) are not automatically relinked. The administrator must manually perform post-refresh steps (e.g., deploying metadata, updating connected app IDs, and linking to the Amazon Connect instance) to make Voice functional again.

Voice Call Data: The Voice Call records are Salesforce data and are copied based on the sandbox type (e.g., Full sandbox copies all data). However, the corresponding Voice Call Recordings and Call Detail Records (CDRs) are stored in the AWS S3 bucket associated with the old Amazon Connect instance, which is not copied to the new sandbox's AWS environment.

Therefore, the administrator will find a new AWS account link initiated, but the contact center functionality and recordings will be missing or broken until manual reconfiguration is complete.

Official References
AWS Account Separation: When a sandbox is refreshed, the existing link to the AWS account is broken, and a new link must be established, often involving a new AWS account provisioned by Salesforce (or manually reusing the old one with specific steps).

Sandbox Refresh Steps: Salesforce documentation for Service Cloud Voice sandbox refreshes details multiple manual steps required to deploy metadata and update AWS configurations (like Lambda environment variables and Connected App IDs) to reconnect the sandbox to the Amazon Connect instance, proving the setup is not automatic.

Explanation:

When implementing Service Cloud Voice, protecting sensitive customer data (such as payment details, medical information, or personal identifiers) is critical. Salesforce provides Sensitive Data Rules that allow agents to pause and resume call recordings when sensitive information is being exchanged.

This ensures that sensitive data is not captured in call recordings or transcripts, protecting customer privacy.

At the same time, UC can still use call recordings for training purposes, since only the non-sensitive portions of the conversation are recorded.

This approach balances data privacy compliance with UC’s need for training and quality assurance.

❌ Why Option A is Incorrect: Set Sharing Settings for the Voice Call record
Sharing settings control who can access records, but they do not prevent sensitive information from being recorded or stored. This does not address the privacy concern during live calls.

❌ Why Option B is Incorrect: Automatically mask sensitive information in transcripts and Voice Call data
Masking helps hide sensitive data after it has been captured, but the requirement is to prevent sensitive data from being recorded in the first place. Masking alone is not sufficient for compliance with strict privacy regulations.

📚 References
Salesforce Help: Sensitive Data Rules in Service Cloud Voice
Trailhead: Service Cloud Voice Basics

👉 Key Exam Tip:
Pause/Resume recording = best practice for sensitive data handling.
Masking = hides data but doesn’t prevent capture.
Sharing settings = access control, not privacy protection.

Explanation:

Why Option B is the Correct and Recommended Solution
Agentforce for Service Agent is Salesforce's autonomous AI platform tailored for complex, conversational self-service experiences, making it ideal for a travel agency's needs where customers must create or modify reservations through natural language interactions while integrating with external booking systems (e.g., via APIs to Amadeus, Sabre, or custom endpoints) and applying unique business logic (e.g., availability checks, pricing rules, or itinerary validations).

By configuring custom topics (e.g., "Create New Reservation" or "Modify Existing Booking"), the agent can handle multi-turn dialogues, maintain context, and invoke custom actions—built using Flows for logic orchestration, Apex for secure integrations, or Prompt Builder for grounded responses—to execute tasks like querying external systems for real-time availability or updating bookings with compliance checks. This approach provides scalable, AI-driven self-service in Experience Cloud sites or messaging channels, reducing agent handoffs and ensuring adherence to travel-specific rules without rigid scripting.

Why Option A is Incorrect
Agentforce for Service Agent combined with Einstein Bots would create redundancy and inefficiency, as Agentforce already encompasses advanced bot-like capabilities (e.g., generative conversations) and is designed to replace or augment legacy Einstein Bots. Using both for specific tasks like reservations would complicate setup, increase maintenance, and fail to leverage Agentforce's unified architecture for external integrations and business logic, leading to fragmented experiences rather than a cohesive self-service solution.

Why Option C is Incorrect
Custom Screen Flows are effective for guided, step-by-step processes within the Service Console or Experience Cloud but lack the conversational flexibility needed for self-service reservation tasks, where customers expect natural language input (e.g., "Change my flight to Paris next week") rather than rigid screens. While Flows can integrate with external systems and business logic, they require customers to follow predefined paths, limiting usability for complex modifications and not addressing the AI-powered, context-aware interactions required for modern travel self-service.

References:
Custom Topics and Actions in Agentforce
Integrate External Systems with Agentforce Actions
Trailhead: “Build Self-Service with Agentforce for Travel & Hospitality” → Module “Custom Actions for Booking Integrations”