What should a consultant recommend to address this problem?

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.

What should a consultant recommend to address this problem?
A . Configure Process Builder
B . Activate a Validation Rule
C . Define Case Escalation Rules
D . Create a Case Macro

View Answer

Answer: D

Explanation:

A case macro is a set of instructions that tells Salesforce how to update fields, send emails, and perform other tasks on a case. By creating a case macro that updates the case status to Waiting for Customer and sends an email to the case contact, agents can perform this step with one click and avoid forgetting it.

Verified Reference:

Salesforce Help: Macros