MB-230 V3

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 A company is evaluating Dynamics 365 Customer Service Insights. The company decides to use the sample data environment to expedite the evaluation process. You need to recommend a dashboard. Which dashboard should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is...

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...

DRAG DROP You manage Dynamics 365 for Customer Service. You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays. 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 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...

You are a customer service schedule administrator. A customer has a custom entity that requires its own schedule board. You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters. What should you do next?A . Add a new resource requirement. Add a new...

HOTSPOT You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following: • A list of customers who have the most cases open. • A list of customers who have the most missed service-level agreements (SLAs) sorted by contact. • A list of top call takers for...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. Members of the customer support staff must not be available on public holidays in the year 2021. You need to configure holiday schedules. Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each...

DRAG DROP You need to ensure that customers cannot open more cases than they are allowed. 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: Text,...