MB-230 V2

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You need to implement queues to manage cases. Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all....

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...

DRAG DROP You need to configure the system to store answers about claims. Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically...

HOTSPOT A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants. Schedulers must be able to do the following: ✑ Schedule resources to start appointments every 90 minutes. ✑ View available resources within the first, second, and third shifts. You...

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...

Topic 4, Lamna Healthcare Company (NEW) 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...

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...

You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal?...

HOTSPOT You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles. You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required. How should you...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you...