MB-230 V3

You are implementing a help desk system that enables users to submit cases by using telephone or email. You need to ensure that cases are classified correctly. What should you do?A . Configure relevance search B. Configure categorized search C. Create security roles by support function. Assign the security role...

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...

HOTSPOT You need to create and configure objects to support the requirements. How should you configure the system? 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 Description automatically generated

You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?A . Configure Dynamics 365 AI for Customer Service B. Use business rules C. Merge cases D. Use parent-child case relationshipsView AnswerAnswer: B

A company uses Dynamics 365 Customer Service. The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes. You need to configure the intervals. What should you...

DRAG DROP A company is implementing Omnichannel for Customer Service. You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows: • Representatives must create a new support record when a customer contacts them through chat. • Knowledge...

You need to search for answers to customer claims. Which type of search should you perform?A . Timeline B. Quick Find C. Related D. Detail E. Case RelationshipsView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control

You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into...

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?A...

A company uses Dynamics 365 Customer Service. Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account. The company requires a solution that...