MB-230 V4

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 manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets. What should you do first?A . Use Lookup to specify the Add...

Topic 5, Misc. Questions 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...

A customer has three cases in process and two cases for the current calendar year. You need to determine how many cases the customer has left on their entitlement. How many cases are left?A . 20B . 22C . 23D . 25View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer

DRAG DROP You need to set up users with permissions to use the digital messaging channels. Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You...

You are a customer service manager for a company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each queue. What type of queue should you configure?A . PersonalB . PrivateC . Business unitD . PublicView AnswerAnswer: B Explanation:...

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...

HOTSPOT You need to decide which action is applicable in the SLA . What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You must track time against enhanced service-level agreements (SLAs). You need to add a timer. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and...

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you. You will be going on a vacation. You need to assign the case to someone else. What should you do?A . Release the case.B . Route the case to another queue.C . Share...