Microsoft MB-230 Microsoft Dynamics 365 for Customer Service Online Training
Microsoft MB-230 Online Training
The questions for MB-230 were last updated at Dec 21,2024.
- Exam Code: MB-230
- Exam Name: Microsoft Dynamics 365 for Customer Service
- Certification Provider: Microsoft
- Latest update: Dec 21,2024
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
- A . Reassign the case
- B . Reactivate the case
- C . Clone the case
- D . Change the status reason to In Progress
HOTSPOT
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point.
DRAG DROP
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order.
HOTSPOT
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
✑ Elevator
✑ Motor
✑ Sizing
How should you configure the search? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
HOTSPOT
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
HOTSPOT
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?
- A . Release the case.
- B . Route the case to another queue.
- C . Share the case.
- D . Escalate the case
DRAG DROP
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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.
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?
- A . Configure the scope of the workflow
- B . Publish the on-demand SLA
- C . Activate the SLA
- D . Request an administrator to add the SLA field to the entity form
DRAG DROP
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Latest MB-230 Dumps Valid Version with 105 Q&As
Latest And Valid Q&A | Instant Download | Once Fail, Full Refund
