Microsoft Dynamics 365 Customer Service — Question 27

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

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You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using an Omnichannel connector.

Does the solution meet the goal?

Answer options

Correct answer: B

Explanation

The solution does not meet the goal because an Omnichannel connector is not designed for opening cases directly from agent scripts. The correct approach would involve using a different type of connector that specifically supports case creation. Therefore, the answer is No, as the proposed solution does not fulfill the requirement.