MB-230 V3

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You need to implement queues to manage cases. Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all....

You need to set up the analytics functionality. What should you do?A . Select the System Management menus and configure them in the settings. B. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights. C. Connect the data through Dynamics 365 Customer Service Insights to...

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 You need to configure OmniChannel to route correctly. Which options 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: Two You must create two types of Omnichannel queues: regular and escalated. Box...

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

DRAG DROP A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics: • Percentage of calls that are answered within 30 seconds in the previous four hours. • Number...

You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?A . Configure service level agreements to be on hold until a call can be made to the customer. B. Create an automatic...

HOTSPOT You need to determine the type of queues to create. How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Private Miscellaneous queues must be visible to everyone...

You need to configure the system to meet the workspace requirements for case representatives. Which role should you assign to case representatives?A . Owner B. Maker C. Viewer D. Customer Service Schedule Administrator E. CSR ManagerView AnswerAnswer: C

DRAG DROP You need to configure the system to store answers about claims. Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically...