A manager wants to provide agents with a checklist of steps to follow when processing a return. The checklist should include a dynamic greeting that uses the customer's first name and a list of required items. The admin wants to implement this without writing code. What should the admin do?

Create a macro that sends an email with the checklist to the agent.

Create a script that includes the {firstname} slug and the checklist items.

Add the checklist to the case description field.

Use a Power Automate flow to create a task with the checklist.

An admin is configuring a script for the case form. The script should show different instructions depending on whether the case has a premium support contract. The contract type is stored in a field named 'contracttype' on the case. What should the admin do?

Create two script steps and use conditions on the 'contracttype' field

Add a business rule to show the script

Use a slug in the script text to display the contract type

Create a macro that changes the script text based on the field

A supervisor wants agents to be able to run a macro that sends a canned email to the customer and logs a phone call activity. The macro is already configured. What is the most efficient way for an agent to execute this macro while working on a case?

Click the macro button on the case command bar

Run the macro from the workflow settings

Open the macro editor and run it

Use the macro from the script pane

How can an agent execute a macro in Dynamics 365 Customer Service?

By clicking a button in the command bar or using a keyboard shortcut

By sending an email to the system

An admin is creating a script step that should display the case's subject and the customer's email address. The script is attached to the case form. Which slug syntax is correct?

[[subject]] and [[customerid.emailaddress1]]

[[case.subject]] and [[account.email]]

[[subject.name]] and [[customerid.emailaddress1.name]]

[[title]] and [[customer.email]]

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 2

Configure Productivity Tools MB-230 Practice Questions (Page 6)

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 26–30

26application · medium
A manager wants to provide agents with a checklist of steps to follow when processing a return. The checklist should include a dynamic greeting that uses the customer's first name and a list of required items. The admin wants to implement this without writing code. What should the admin do?
Select an answer first
27application · medium
An admin is configuring a script for the case form. The script should show different instructions depending on whether the case has a premium support contract. The contract type is stored in a field named 'contracttype' on the case. What should the admin do?
Select an answer first
28application · medium
A supervisor wants agents to be able to run a macro that sends a canned email to the customer and logs a phone call activity. The macro is already configured. What is the most efficient way for an agent to execute this macro while working on a case?
Select an answer first
29foundation · easy
How can an agent execute a macro in Dynamics 365 Customer Service?
Select an answer first
30application · medium
An admin is creating a script step that should display the case's subject and the customer's email address. The script is attached to the case form. Which slug syntax is correct?
Select an answer first

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