Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   A case timeline is cluttered with many activities, and the administrator wants to show only emails and notes. What should they configure?

   • ACase Resolution Configuration
   • BRecord Creation Rules
   • CTimeline record management settings
   • DSecurity Role Configuration
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   What is the primary purpose of card forms in the timeline?

   • ATo automatically create records from incoming data
   • BTo display key information about a record in a compact format
   • CTo define the case resolution process
   • DTo control user access to records
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4. 13expert · hard

   Fabrikam has a 'Supervisor' role that currently has full access to cases and can manage record creation rules. They want to create a new 'Auditor' role that can view all cases and view (but not edit) record creation rules. They also want to ensure that the 'Supervisor' role is not affected. What is the most efficient way to achieve this?

   • AModify the 'Supervisor' role to remove Edit and Delete privileges, and assign it to auditors.
   • BUse field-level security to make the case fields read-only for auditors.
   • CCreate a new role from scratch with only Read privileges on Case and Record Creation Rule, and assign it to auditors.
   • DCopy the 'Supervisor' role, rename it to 'Auditor', and then remove the Edit and Delete privileges on the Case entity and the 'Record Creation Rule' entity.
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   Fabrikam's agents complain that the timeline on the case form shows too many activities, including old emails and system-generated notes, making it hard to find recent customer interactions. They want the timeline to show only emails, phone calls, and tasks from the last 30 days. What should you configure?

   • ACreate a view for activities that filters by type and date, and set it as the default timeline view.
   • BUse the timeline configuration to filter activities by type and set a date range filter to the last 30 days.
   • CDelete the old activities from the system to clean up the timeline.
   • DUse a business rule to hide old activities from the timeline.
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6. 15application · medium

   A support team finds that the timeline on the Case form is cluttered with system-generated emails and status change records. They want to see only customer emails and important status changes, and they want to highlight when a case is escalated. What should you configure?

   • AConfigure the timeline highlights to emphasize customer emails and escalated status, but leave all records visible.
   • BConfigure the timeline control to filter out system-generated emails and status change records, and add a timeline highlight for the 'Escalated' status.
   • CCreate a record update rule to delete system-generated emails and status change records from the timeline.
   • DUse a Power Automate flow to move system-generated emails to a different folder and post a message when a case is escalated.
   Reveal Solution Discussion Select an answer first