Microsoft Dynamics 365 Customer Service — Question 28

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 a session connector.

Does the solution meet the goal?

Answer options

Correct answer: B

Explanation

The solution does not meet the goal because a session connector is not suitable for enabling agents to open a case directly from a macro. Instead, a different type of connector that specifically supports case management would be required. Therefore, the correct answer is B, as using a session connector will not fulfill the necessary functionality.