MB-230 · Question #420
Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions…
The correct answer is Install Dynamics 365 Productivity Tools solution.; Assign the Productivity Tools administrator security role.; Configure the productivity automation connector.; Configure the macro action. Dynamics 365: Creating a Macro to Automate Case Creation This question tests knowledge of the Productivity Tools setup sequence in Dynamics 365 Omnichannel for Customer Service. The order follows a strict dependency chain - each step unlocks the next. --- Why This Order 1…
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Case Study 6 - Lucerne Publishing Background Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments. Current Environment Lucerne Publishing uses the following:
- The Customer Service app for the publishing customer service division.
- Omnichannel capabilities in the Customer Service app.
- Third-party apps for e-commerce so students and parents can order books or courses online.
- Customer service agents as the representatives who will resolve customers issues using
various channels.
- Resident employees who work for Lucerne Publishing and live in the buildings inside the
business center.
- A technician dispatch team that includes dispatchers who review and schedule work orders and
assign the work orders to resources on the schedule board. The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees. Requirements Customer Service - Contact Center The company has the following requirements:
- Improve agent response time in live chats with customers.
- Improve agent productivity by automating tasks. For example, the customer service manager
requests that a new case is created automatically when an agent is on a chat with a customer.
- Provide instructions for agents to use when processing book returns. The instructions must
include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
- Allow agents to use different channels such as short message service (SMS), social, and call
when providing service to customers.
- Enable a new text SMS channel for the agents.
- Improve the agents' capability to search using AI suggestions.
- Provide agents with real-time recommendations on similar cases and knowledge-base articles.
- Allow agents to know the customer’s point of view on the service.
- Provide a solution that will identify an agent's supervisor when a customer has a negative
experience.
- Improve how the agents' skills and profiles are maintained.
- Route calls to agents who can support French-speaking customers.
- Configure the French language as a skill for agents who support French-speaking customers.
- Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
- Provide the customer service supervisor with the ability to create agent scripts for Omnichannel
agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
- Provide the customer service supervisor with the ability to track sentiment in real time.
- Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs The company has the following requirements for repair requests:
- Dispatchers must be able to track a technician and schedule jobs for technicians based on
availability.
- A dispatcher named UserA must be able to create a new view to display only unscheduled work
orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
- The technician dispatch team must be able to create a Schedule tab in the schedule board.
- Dispatchers must be able to track technicians' utilization by using personal color codes.
- The field technician's security role must be field service technician.
Issues The company reports the following issues:
- Agents spend most of their time doing repetitive tasks during support calls or chats.
- There is no guided process for agents to follow the steps when a customer calls for a book
return.
- Customer service managers are not able to provide real-time recommendations to customers
using AI suggestions.
- A new channel for SMS is not sending conversations to agents. Agents are required to answer
conversations manually.
- The company is not able to retain customers who have a negative experience with the customer
service agents.
- Agents are not able to use the schedule board to schedule repair work orders by using a custom
view.
- The skills and proficiency model are not defined for the agents. Calls from French-speaking
customers are not routed to the appropriate agents. Drag and Drop Question You need to select the steps to create a new macro that will automate opening a new case creation form. Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:
Exhibit
Answer Area
Drag items
Correct arrangement
- Install Dynamics 365 Productivity Tools solution.
- Assign the Productivity Tools administrator security role.
- Configure the productivity automation connector.
- Configure the macro action.
Explanation
Dynamics 365: Creating a Macro to Automate Case Creation
This question tests knowledge of the Productivity Tools setup sequence in Dynamics 365 Omnichannel for Customer Service. The order follows a strict dependency chain - each step unlocks the next.
Why This Order
1. Install Dynamics 365 Productivity Tools solution
Foundation prerequisite. Nothing else in this workflow exists until this solution is installed. Macros, connectors, and the administrator role are all delivered by this solution package. Attempting any other step first will fail because the required components simply don't exist in the environment yet.
2. Assign the Productivity Tools administrator security role
Access before configuration. The solution installs a dedicated security role (Productivity Tools administrator) that grants permissions to configure connectors and macros. Without this role assigned to the configuring user, the next configuration steps will be blocked by insufficient privileges. This must happen before any configuration work begins.
3. Configure the productivity automation connector
Enable the action type first. The productivity automation connector is what exposes macro actions related to record operations - including opening forms and creating records. It must be configured (enabled and set up) before you can build a macro that uses those action types. Think of it as registering the available "verbs" before writing a sentence with them.
4. Configure the macro action
Last because it depends on everything above. Only now can you define the specific macro steps - in this case, the action to open a new case creation form. The macro action references the connector configured in step 3. Configuring it earlier would have no connector to reference.
The Distractor: Configure the session automation connector
This is the critical trap. The session automation connector controls session-level automation - opening/closing sessions, navigating tabs. It is not what you use to open a form or create a record. Those operations belong to the productivity automation connector. Confusing the two connectors is the most common mistake on this topic.
Key Takeaway
The dependency chain is linear:
Install solution → Grant admin role → Enable the right connector → Build the macro
Skipping or reordering any step breaks the chain. The security role must precede configuration, and the connector must precede the macro that uses it.
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