MB-230 V3

HOTSPOT You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is...

A company has the following business units: ✑ Call center ✑ Customer service ✑ Digital response ✑ Escalation The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed...

HOTSPOT You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles. You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required. How should you...

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...

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 service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API. The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment. You need...

HOTSPOT You need to set the schedule to meet requirements for appointments. How should you configure the settings? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: 30 minutes Nurses and doctors must be booked for...

You are configuring a queue in Omnichannel for Customer Service for a call center. You need to complete the queue configuration using the minimal number of actions. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A ....

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

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