Configure Productivity Tools MB-230 Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A support manager wants to add a script to the case form that automatically inserts the customer's account name and the case title into a shared note when the case is opened. The script should work for any case without requiring the agent to manually type or copy the data. What should the admin configure?

   • AAdd a JavaScript library to the form that reads the account name and title from the DOM.
   • BCreate a macro that copies the account name and title to the clipboard.
   • CAdd a script step that uses the {accountname} and {title} slugs.
   • DUse a workflow to send an email with the account name and title.
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2. 17application · medium

   A company wants to provide agents with a consistent set of guidelines for handling warranty claims. The guidelines include a welcome message, a list of required information, and a closing statement. The admin wants to ensure that the same content is available on all case forms and that any future updates are made in one place. What should the admin do?

   • ACreate a knowledge article and link it to the form.
   • BCreate a separate script for each section and attach them all to the form.
   • CAdd the content to the form's description field.
   • DCreate a single script and attach it to the case form.
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4. 18expert · hard

   An admin is creating a script step that should display the customer's account name and the case's priority label. The script is attached to the case form. The admin uses [[customerid.name]] and [[prioritycode.name]]. The account name displays correctly, but the priority label does not. What is the most likely cause?

   • AThe slug syntax is incorrect
   • BThe customer lookup is not configured
   • CThe priority field is not an option set
   • DThe script is not published
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5. 19foundation · easy

   What is the primary purpose of a script in Dynamics 365 Customer Service?

   • ATo replace the need for knowledge articles in the service console
   • BTo provide step-by-step guidance to agents during customer interactions
   • CTo automatically resolve customer issues without agent intervention
   • DTo generate automated email responses to customers
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6. 20foundation · easy

   What is the purpose of a slug in a Dynamics 365 Customer Service script?

   • ATo create branching logic within the script
   • BTo define the visual styling of the script
   • CTo insert dynamic data from the current record into the script text
   • DTo link the script to a knowledge article
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