MB-230 V1

HOTSPOT You need to choose the appropriate actions when using the knowledge base. Which actions should you choose? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Email the knowledge base article to the customer Support...

HOTSPOT You need to configure the queues. Which configurations should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Record Creation and Update rule Reduce the need for manually creating cases from incoming emails...

You need to ensure users can search the knowledge base from a case record. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Add Knowledge Base Search control to the dashboard. B. Check Knowledge Management from...

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....

Topic 3, The Phone Company Case study This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time...

You need to add the confirmation step for cases. What should you edit?A . Common Data Service B. Business process now C. Workflow D. Power Automate E. EnvironmentView AnswerAnswer: B Explanation: A confirmation section must be added before the resolve section. Example: Add an on-demand action to a business process...

DRAG DROP An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented. Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue. You need to...

DRAG DROP You need to set up users with permissions to use the digital messaging channels. Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You...

HOTSPOT You need to meet the automatic case creation requirements. What should you do? 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 create and configure objects to support the requirements. How should you configure the system? 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