MB-230 V2

DRAG DROP You are configuring Dynamics 365 Customer Service. Child cases must inherit the customer name and contact from the parent case when opened. You need to configure the case inheritance. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions...

HOTSPOT You need to configure the options for the schedule. Which options 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 Description automatically generated

You need to configure the system to notify managers about unhappy patients. What should you do?A . Configure Omnichannel Insights. B. Set a routing rule for escalations. C. Change the value of the Monitor real-time customer sentiment option to Yes.View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions

HOTSPOT You are an Omnichannel supervisor for an inbound call center. The call center's customer service rating has decreased over the past few months. You need to enable analysis to view real-time customer sentiment. In which configuration area should you enable each requirement? To answer, select the appropriate options in...

HOTSPOT You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA . You need to examine each case and determine what occurred. What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each...

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...

HOTSPOT You are a Dynamics 365 Customer Service administrator. You must track issues submitted by customers. You need to configure case settings for the Service Management module. What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management. You need to manage business process flows. What should you configure? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View...

You are customizing an Omnichannel for Customer Service implementation. You need to configure the escalation process to a human agent. Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . In the Power Virtual Agent topic, add...

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?A...