Service-Con-201 Case Management Practice Question
A consultant is configuring Multi-Line Macros for a support team using Lightning Experience. The team needs a macro to insert a comment into the Case Feed and simultaneously change the case status to 'Waiting on Customer'. When testing, the macro fails at the Case Feed step. What is the most likely reason for this failure?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
The macro instructions did not select the appropriate publisher action tab (such as 'Log a Call' or 'Email') before attempting to insert text.
Multi-line macros require specific targeting of the publisher component and the correct selection of the active tab (e.g., Email or Feed) in Lightning Experience.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Macros cannot update Case Status and Case Feed simultaneously.
Why it's wrong here
Macros are specifically designed to update field values and perform feed actions in a single execution.
- ✗
The Case object does not support macros in Lightning Experience.
Why it's wrong here
Case fully supports macros in Lightning Experience.
- ✓
The macro instructions did not select the appropriate publisher action tab (such as 'Log a Call' or 'Email') before attempting to insert text.
Why this is correct
In Lightning Experience, a macro must first select the correct publisher action tab before it can populate fields within that action.
- ✗
The user running the macro lacks Read access to the Case Comments related list.
Why it's wrong here
Case comments permissions do not prevent macro publisher actions from executing.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.