Which capability of the Salesforce Service Cloud console can help improve contact center performance?

The capability that helps improve contact center performance by facilitating communication among agents is the ability to use Chatter Messenger between them. This feature enhances collaboration by allowing agents to communicate in real-time, share insights, and resolve issues more efficiently. Quick communication can lead to faster response times and improved service delivery, which are critical in a contact center environment where agents need to address customer inquiries and problems swiftly.

Moreover, the benefits of using Chatter Messenger include increased teamwork and the ability to seek assistance from colleagues without leaving the console environment. This kind of collaboration is essential in high-pressure situations typical in contact centers, where timely information sharing can significantly enhance customer experiences.

The other capabilities, while useful in their own right, do not directly influence contact center performance in the same way. For example, the display of records as tabs improves organization but does not enhance communication. Similarly, availability in the partner portal relates to accessibility rather than performance efficiency. Finally, tracking changes to records might help agents stay informed about updates, but it doesn't inherently improve the quality or speed of customer interactions. Thus, the most impactful feature for enhancing contact center performance is the use of Chatter Messenger among agents.