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By Salesforce · Question Mode

QuestionQ14

Case Management

Agents at Universal Containers must change a case’s status to Waiting for Customer after sending an email to the case contact. Support Managers have observed that many Agents forget this step.

What should a consultant recommend to resolve this issue?

  • A Activate a Validation Rule
  • B Create a Case Macro
  • C Define Case Escalation Rules
  • D Configure Process Builder
Explanation

A Case Macro can automate the repetitive service-console actions of sending an email and updating the case status to Waiting for Customer, helping agents complete both steps consistently.

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