Configure Productivity Tools MB-230 Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A company has different script requirements for new agents and experienced agents. New agents need a detailed script with step-by-step instructions, while experienced agents need a brief script with only key reminders. The admin wants to show the appropriate script based on the agent's experience level, which is stored in a custom field on the user record. What should the admin do?

   • ACreate a single script with both sets of instructions and instruct agents to read only the relevant section.
   • BCreate two scripts and use conditions on the script to show the appropriate one based on the agent's experience level.
   • CCreate two forms, one for new agents and one for experienced agents, and assign them based on security roles.
   • DCreate a macro that changes the script based on the agent's experience level.
   Reveal Solution Discussion Select an answer first
2. 7expert · hard

   An admin is configuring a script for the case form. The script must show a warning step if the case's priority is 'High' and the customer's account is on a 'Gold' support tier. The tier is stored on the account record. The admin wants to avoid creating multiple script steps. What should the admin do?

   • ACreate one script step with a condition that checks both priority and account tier
   • BUse a slug to display the priority and tier
   • CCreate two script steps: one for priority and one for tier
   • DCreate a macro that checks the conditions and shows a message
   Reveal Solution Discussion Select an answer first
4. 8expert · hard

   An organization has a macro that updates a case and sends an email. The macro works when run by an admin, but agents report that the macro button is grayed out. What is the most likely cause?

   • AThe macro is a workflow and cannot be run manually
   • BThe agents' security roles do not have privileges to perform the macro actions
   • CThe agents are not in the same business unit
   • DThe macro is not published
   Reveal Solution Discussion Select an answer first
5. 9expert · hard

   An admin has created a macro that updates the case status and creates a follow-up task. The macro is added to the command bar, but agents report that the macro button is not visible for some cases. The admin needs to troubleshoot why the button is missing. What should the admin check first?

   • AWhether the agents have the correct security role to run the macro.
   • BWhether the macro has a condition that prevents it from appearing on certain cases.
   • CWhether the macro is enabled for the specific case types or forms where the button is missing.
   • DWhether the macro has been published recently.
   Reveal Solution Discussion Select an answer first
6. 10application · medium

   An admin is configuring a script for agents to use when handling a billing inquiry. The script should display the case number, the customer's account name, and the current date. The admin wants to ensure that this information is always current and accurate. What should the admin use?

   • AA macro that copies the case number, account name, and date to the clipboard.
   • BA workflow that sends an email with the case number, account name, and date.
   • CStatic text with the case number, account name, and date.
   • DSlugs for the case number, account name, and date.
   Reveal Solution Discussion Select an answer first