MB-230 V2

DRAG DROP You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area...

DRAG DROP You are a Dynamics 365 Customer Service administrator. You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner’s default queue when a record is created. You need to implement...

Topic 1, Humongous Insurance 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 to...

HOTSPOT A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

HOTSPOT You need to configure entitlements for contracts. What 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: 25 Customers must have contracts that allow them to call Lamna Healthcare 10 times a...

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements. What should you configure?A . Failure Action B. Warning Action C. Applicable When D. Success Criteria E. Success ActionView AnswerAnswer: A Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

Topic 5, Misc. Questions You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets. What should you do first?A . Use Lookup...

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...

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

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