Don’t think hiding or removing the number (A or B) actually stops Lightning Dialer users from starting calls, since the function is tied to record action not the field. C sets Do Not Call, which Salesforce uses to block call attempts natively. Pretty sure that’s what exam scenarios expect here, unless I missed something subtle in recent updates.

B . Omni-Channel with prioritized queues seems like the way to manage both urgency and product line for case routing, especially if you're thinking of real-time assignments. I think Web-to-Case is more limited for this use case. Open to being corrected though!

I’m leaning A, since keyboard shortcuts are built for quick nav across tabs, searching, and simple saves in Service Console. The official study guide also highlights them as a big productivity boost. Custom macros are more for repeated multi-step actions, not basic navigation. Anyone see a different take in their practice exams?

Yeah, that's B. Record Types handle both support process and field differences by group. Dynamic Forms (C) is only about the UI fields shown, not process logic. Pretty sure this is what Salesforce expects here. Disagree?

I actually thought C was the right one. If you need to manage several entitlement versions for each customer or product, I figured you'd want Service Contracts involved too. Not totally convinced, but managing versions sounds like a contracts thing to me.

I get where C could make sense, but B is the key here. If the support model is based on periods with annual renewals, that's when Service Contracts come in. Entitlements alone are more for straightforward usage without renewal cycles. Pretty sure that's the Salesforce-recommended approach for this scenario, but open to other thoughts if someone has a real-world example where that's not true.

Yeah I think B makes the most sense for what they're asking. Case teams give you a way to set read/write or read-only per user on individual cases, so it matches needing different access for just the special cases. Pretty sure it's not C unless they want something more global. Anyone see it another way?

Option B makes sense to me too. Case teams let you give custom access at the case level, so you could have one user get read/write and another only read. View All (A) would give too much access system-wide, not per case, so that's probably a trap. Anyone disagree?