Service-Con-201 Case Management Practice Question
Which TWO tools can support agents use in Salesforce Lightning Experience to interact with customers on a case? Choose 2 options.
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
✓
Macros
Agents can use the Email action in the Case Feed and Macros to communicate and update records efficiently.
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
Why this is correct
Macros help agents execute repetitive tasks and send templated communications quickly.
- ✗
Lead Conversion Wizard
Why it's wrong here
Lead conversion is for Sales Cloud leads.
- ✓
Case Feed Email Action
Why this is correct
The Email action in the case feed allows agents to send emails directly to customers.
- ✗
Campaign Import Wizard
Why it's wrong here
Campaign tools are for marketing.
- ✗
Territory Assignment Batch Job
Why it's wrong here
Territory batch jobs are for sales territory management.
About these practice questions
One of 318 original Service-Con-201 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
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.