Configure Productivity Tools MB-230 Practice Questions (Page 8)

Questions 36–40

1. 36application · medium

   A support team wants to automate the process of escalating a high-priority case: change the priority to 'High', assign the case to the 'Level 2 Support' queue, and send an email notification to the queue owner. The admin needs to configure this so that agents can trigger it with one click. What should the admin create?

   • AA macro with steps for the priority change, queue assignment, and email send.
   • BA Power Automate flow that runs on a schedule to check for high-priority cases.
   • CA workflow that runs on case creation to escalate all cases.
   • DA script that lists the steps for the agent to perform manually.
   Reveal Solution Discussion Select an answer first
2. 37expert · hard

   An admin is configuring a script for agents handling international calls. The script must display the customer's preferred language, which is stored in a custom field on the contact record, and the current time in the customer's time zone. The admin wants to avoid hardcoding any values. What should the admin do?

   • AUse a workflow to send an email with the preferred language and current time.
   • BUse a slug for the preferred language field and a slug for the current time in the customer's time zone.
   • CUse static text for the preferred language and current time.
   • DUse a macro to copy the preferred language and current time to the clipboard.
   Reveal Solution Discussion Select an answer first
4. 38application · medium

   A support team frequently creates follow-up tasks and sends email acknowledgements when closing cases. An admin wants to automate these two actions with a single click from the case form. What should the admin configure?

   • AA macro that creates a task and sends an email
   • BA workflow that runs on case closure
   • CA business rule that sets fields on the case
   • DA script step with slugs for task and email
   Reveal Solution Discussion Select an answer first
5. 39foundation · easy

   What is a key benefit of executing macros in customer service operations?

   • AReduces the time agents spend on repetitive tasks
   • BGuarantees customer satisfaction
   • CReplaces the need for customer service agents
   • DEliminates the need for agent training
   Reveal Solution Discussion Select an answer first
6. 40expert · hard

   A support team handles two types of cases: standard and premium. For standard cases, agents manually update the status and create a follow-up task. For premium cases, the process is identical but also requires sending a thank-you email. The admin wants to reduce repetitive work while keeping the processes distinct and easy to maintain. What should the admin do?

   • ACreate two macros: one for standard cases and one for premium cases that includes the email step.
   • BCreate a workflow that runs on case creation and sends the email for premium cases.
   • CCreate a script that instructs agents to perform the steps manually for both case types.
   • DCreate a single macro that includes the email step for all cases.
   Reveal Solution Discussion Select an answer first