MB-230 V2

Topic 2, Lamna HealthCare 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 You need to ensure cases are handled correctly. 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

You are integrating Power Virtual Agents with Omnichannel for Customer Service. You create context variables. You need to complete the handoff 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...

DRAG DROP You need to choose which tools need to be created and configured to meet the following requirements. Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need...

DRAG DROP A company uses Dynamics 365 Customer Service. A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre-set commands and ease of administration. You need to configure the devices to generate the...

You use multiple workspaces within Dynamics 365 Customer Service insights. You need to switch workspaces. What should you do?A . Select Dashboard filters and then select a filter. B. Navigate to https://csi.ai.dynamics.com and then share a workspace. C. Select My workspaces and then select a workspace. D. Select View and...

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...

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

HOTSPOT A company uses Dynamics 365 Customer Voice. The company requires the following for a survey: ✑ The survey must be sent automatically each time a salesperson visits a customer and closes the appointment. ✑ If a survey satisfaction score is negative, an activity must be created for the salesperson....

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