MB-230 V1

You need to implement service-level agreements. Which type of agreements should you implement?A . On-demand B. Standard C. Enhanced D. ContactView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

You need to set up the analytics functionality. What should you do?A . Select the System Management menus and configure them in the settings. B. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights. C. Connect the data through Dynamics 365 Customer Service Insights to...

HOTSPOT You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal. You need to link the article to the case and share the article with the customer. What is the solution...

HOTSPOT You need to configure the correct settings. Which settings should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical user interface, text, application, email Description automatically generated

HOTSPOT You need to configure each escalation scenario. Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically generated

You need to create the queue for cases. What type of queue should you create?A . Teams B. Public C. Product D. Private E. ServiceView AnswerAnswer: D Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

A company is implementing Omnichannel for Customer Service. The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website. The company plans to release a new product. Before the new product...

DRAG DROP A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing. Users must be able to navigate to the charts from anywhere within the Customer Service workspace. You need to add the Power BI information to the Customer Service workspace app....

You need to configure the system to meet the three-day and seven-day timeframes. What should you configure? A. Entitlement conditions B. Workflows C. Power Automate D. Service Level Agreement conditionsView AnswerAnswer: D Explanation: Cases that come in as phone calls must be resolved with seven business days. Cases that come...

HOTSPOT A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service. The company wants the following requirements implemented without the need to license additional software: ✑ The system must automatically ask questions before the chat begins. ✑ Credit card information that a customer enters in a...