MB-230 V2

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...

DRAG DROP You need to create an entitlement template. In System Settings, you navigate to Service Management. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation:...

You need to implement service-level agreements. Which type of agreements should you implement?A . On-demand B. Standard C. Enhanced D. ContactView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

DRAG DROP You need to set up the system for cases going to supervisors. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Step 1: In...

You need to create the queue for cases. What type of queue should you create?A . Teams B. Public C. Product D. Private E. ServiceView AnswerAnswer: D Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

DRAG DROP A company implements Dynamics 365 Customer Service. You are setting up scheduling to dispatch repair technicians. You encounter the following issues: ✑ You are unable to create a new organizational unit. ✑ Repair technicians are accidentally scheduled to work on days when company is on holiday. ✑ RepairTechnicianA...

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...

You need to enable relevance search for the custom entity. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Add Quick Find to the case form. B. Add custom entities to Configure Relevance Search in Customizations...

Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings. ✑ Email only ✑ Phone only ✑ Half phone and half email You allocate 50 cases to each support offering. You need to create the entitlement with terms that...

HOTSPOT A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service. Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations. You need to configure the system to optimize work scheduling. How...