A company wants to automate a complex case-closing process. The process must: (1) update the case status to 'Resolved', (2) create a follow-up task due in 2 days, (3) send an email to the customer, and (4) log a phone call activity. The admin wants to use a single macro. What is the best approach?

Use a workflow instead of a macro

Create a macro with multiple actions: Update Record, Create Record, Send Email, and Create Record

Create four separate macros and run them in sequence

Use a script with slugs to guide the agent

A customer service manager wants to provide agents with step-by-step guidance on how to handle a refund request. The guidance should appear in a side pane on the case form and include the customer's name and order number. What should the admin configure?

A macro with a series of actions

An admin has created a macro that updates the case priority and assigns the case to a specific queue. The manager wants agents to be able to run this macro from the case form without leaving the form. What should the admin do to make the macro available?

Add the macro to the case form's command bar as a button.

Create a workflow that triggers the macro automatically on case creation.

Instruct agents to run the macro from the Settings menu.

Publish the macro as a Power Automate flow and add it to the form.

A manager wants to ensure agents follow a consistent process when handling billing inquiries. The process has five steps, and the third step should show the customer's billing address. What should the admin configure?

A script with five steps and a slug for the billing address

A business rule to show the address

An admin is creating a script step that should display the customer's account name and the case's priority. The script is attached to the case form. The admin notices that the slug [[customerid.name]] displays the account name, but [[prioritycode]] displays a numeric value instead of the text label. What should the admin do to display the priority label?

Use [[priority]] instead of [[prioritycode]]

Use a macro to display the label

Use [[prioritycode.name]] in the script step

Change the field type to a text field

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 2

Configure Productivity Tools MB-230 Practice Questions (Page 3)

Part of the Configure representative experience and routing domain, which accounts for 25–30% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~10–20 in this domain), expect 3–7 from this objective — we provide 41 practice questions to prepare you well beyond it. (estimate)

41questions here

9free pages

5concepts

25–30%of the exam

Questions 11–15

11expert · hard
A company wants to automate a complex case-closing process. The process must: (1) update the case status to 'Resolved', (2) create a follow-up task due in 2 days, (3) send an email to the customer, and (4) log a phone call activity. The admin wants to use a single macro. What is the best approach?
Select an answer first
12application · medium
A customer service manager wants to provide agents with step-by-step guidance on how to handle a refund request. The guidance should appear in a side pane on the case form and include the customer's name and order number. What should the admin configure?
Select an answer first
13application · medium
An admin has created a macro that updates the case priority and assigns the case to a specific queue. The manager wants agents to be able to run this macro from the case form without leaving the form. What should the admin do to make the macro available?
Select an answer first
14application · medium
A manager wants to ensure agents follow a consistent process when handling billing inquiries. The process has five steps, and the third step should show the customer's billing address. What should the admin configure?
Select an answer first
15expert · hard
An admin is creating a script step that should display the customer's account name and the case's priority. The script is attached to the case form. The admin notices that the slug [[customerid.name]] displays the account name, but [[prioritycode]] displays a numeric value instead of the text label. What should the admin do to display the priority label?
Select an answer first

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