MB-230 V1

You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Create a case from email. B. Define an SLA and entitlements and set entitlement values for...

You need to ensure that claim disputes conform to the defined case life cycle. What should you configure?A . Related cases B. Case Relationships C. Timeline D. Status Reason Transition E. SubjectView AnswerAnswer: D

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents. You need to set up an entitlement template for the standard support. What should you configure?A ....

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard. You need to advise the customer on how to display the data. What should the customer use?A . lead and opportunity data from Common Data Service B. call intelligence data...

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different...

What should managers use to perform weekly reviews with case representatives?A . Tier 1 dashboard B. Agent Insights C. Connected Customer Service dashboard D. Customer Service Performance dashboardView AnswerAnswer: B Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights

You need to add SLA timers to the Case form. Which two options should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Create Quick View Form in SLA KPI Instance entity. B. Create SLA KPI Instance entity. C. Create...

You are a customer service manager for a company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each queue. What type of queue should you configure?A . Personal B. Private C. Business unit D. PublicView AnswerAnswer: B Explanation:...

DRAG DROP You need to create the dashboards. Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type may be used once, more than once, or not at all. You may need to drag the split bar between panes or...

HOTSPOT You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions. You need to create a personal chart that meets the following requirements: ✑ Show the number of open cases assigned to you for each customer. ✑ Ensure that specific team members...