DRAG DROP
A company is implementing Omnichannel for Customer Service.
You must set up the system to minimize human error and automate actions.
The requirements to set up the system are as follows:
• Representatives must create a new support record when a customer contacts them through chat.
• Knowledge base articles must open in a separate tab when representatives research answers.
• When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.
Answer: 
Explanation:
Graphical user interface, text, application
Description automatically generated
Box 1: Productivity automation
Productivity automation
As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.
The following screenshot shows the actions that are explained in the subsequent sections.
Box 2: Session connector
Session connector
As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.
Graphical user interface, application
Description automatically generated
Box 3: Omnichannel connector
Omnichannel connector
As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.
Graphical user interface, text, application, email
Description automatically generated
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