Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 6)

Questions 26–30

1. 26application · medium

   A supervisor reports that some agents can resolve cases that they should not be able to resolve. The supervisor wants to restrict case resolution to only the 'Senior Support' security role. The 'Senior Support' role already exists and has the correct privileges. What should you do to enforce this restriction?

   • ACreate a new security role that has the 'Resolve' privilege and assign it to all agents.
   • BModify the case resolution dialog to require a custom field that only senior support agents know how to fill.
   • CUse a record update rule to automatically resolve cases only when the agent is in the 'Senior Support' role.
   • DRemove the 'Resolve' privilege on the Case entity from all other security roles that currently have it.
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2. 27foundation · easy

   What is the purpose of configuring highlights in the timeline?

   • ATo automatically create records from incoming data
   • BTo define the case resolution process
   • CTo draw attention to important events or data
   • DTo control user access to records
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4. 28application · medium

   Contoso's 'Quality Assurance' team needs to view all cases and their resolution details, but they should not be able to edit or delete cases. They currently have the 'Customer Service Representative' role, which gives them full access. What is the most appropriate action?

   • ARemove the 'Customer Service Representative' role from the QA team and assign the 'Customer Service Manager' role.
   • BModify the 'Customer Service Representative' role to remove Edit and Delete privileges for the QA team.
   • CCreate a new security role with Read-only access to the Case entity and assign it to the QA team.
   • DUse field-level security to make the resolution fields read-only for the QA team.
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5. 29application · medium

   A company wants to display a summary of the latest email in the timeline on the Case form. The summary should show the sender, subject, and a preview of the body. The company also wants to highlight emails that have attachments. What should you configure?

   • ACreate a record update rule that copies the email sender, subject, and body into the timeline notes.
   • BCreate a card form for the email activity type that includes the sender, subject, and body preview fields, and configure a timeline highlight for emails with attachments.
   • CUse a Power Automate flow to post a message to the timeline with the email details and attachment status.
   • DConfigure the timeline control to show only emails and rely on the default email card form.
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6. 30application · medium

   A service manager wants the timeline on the Case form to show only phone calls and emails, not notes or tasks, to reduce clutter. The manager also wants to display a card form for phone calls that shows the caller's name and the call duration. What should you configure?

   • AConfigure the timeline highlights to emphasize phone calls and emails, and leave notes and tasks visible.
   • BUse a Power Automate flow to hide notes and tasks from the timeline based on the user's role.
   • CConfigure the timeline control settings to include only the 'Phone Call' and 'Email' activity types, and create a card form for the phone call activity.
   • DCreate a record update rule that deletes notes and tasks from the timeline when they are created.
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