Configure the Copilot Service Workspace MB-230 Practice Questions (Page 2)

Questions 6–10

1. 6expert · medium

   A global company has agents in two regions. Agents in Region A use a session template that includes a specific compliance tool. Agents in Region B must not see that tool due to local regulations. You need to ensure that agents in each region get the correct session template, but you also want to minimize administrative overhead. What should you configure?

   • ACreate two session templates and assign them directly to the agents' user records.
   • BCreate one session template with the compliance tool and use a security role to restrict access to the tool.
   • CCreate two experience profiles, each with its own session template, and assign them to the respective region's security roles.
   • DCreate one experience profile and use a JavaScript onload to hide the compliance tool for Region B agents.
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2. 7foundation · easy

   Which component is typically associated with a session template to define the tabs that appear when a session is opened?

   • ASLA templates
   • BEmail templates
   • CApplication tab templates
   • DKnowledge article templates
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4. 8expert · medium

   A company has a complex support process where agents need to open a specific sequence of tabs depending on the case type. For example, for 'Technical' cases, they need a diagnostics tool; for 'Billing' cases, they need a payment portal. You need to configure the workspace so that the correct tab opens automatically based on the case type. What should you configure?

   • ACreate two experience profiles and assign them to the case types using a workflow.
   • BCreate two application tab templates and add both to a single session template, then let agents choose the right tab.
   • CCreate two session templates, each with the appropriate application tab template, and use a routing rule to assign cases to different queues, then map each queue to an experience profile.
   • DCreate one session template with both tabs and use JavaScript to show/hide based on case type.
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5. 9foundation · easy

   Which of the following is an example of what can be configured in an application tab template?

   • AThe routing queue that the conversation is assigned to
   • BThe entity record type and default view that appears when the tab is opened
   • CThe session timeout duration for idle agents
   • DThe language and locale for the customer's email
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6. 10application · medium

   Your organization wants agents to open a specific knowledge article directly from a session without having to search for it. You need to configure the workspace so that when a session starts, the article opens in a tab. What should you configure?

   • AUse the session template's 'Additional Settings' to embed the article URL.
   • BCreate an application tab template that points to the knowledge article and add it to the session template.
   • CAdd the knowledge article to the agent's dashboard as a pinned item.
   • DCreate a custom view that includes the knowledge article and set it as the default Inbox view.
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