MB-230 V4

HOTSPOT You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management. You need to manage business process flows. What should you configure? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View...

DRAG DROP You are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows: ✑ Verification ✑ Acknowledgement and research ✑ Resolution Customer service representatives must send an email to the customer when...

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis. Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles. You need to configure Dynamics 365 for Customer Service. Which three actions should you...

DRAG DROP You are a Dynamics 365 for Customer Service system administrator. You need to create service-level agreements (SLAs) to meet company requirements. What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once,...

DRAG DROP You are customizing a Dynamics 365 for Customer Service implementation. The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area. You need to create...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. You need to categorize activities and cases by using queues. How should you categorize each record? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

HOTSPOT You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review. You approve some articles and revert some articles to draft status. For each action, what should you do next? To answer, select the appropriate options...

HOTSPOT A company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure that you can continue to work on the case. What should you do?A . Reassign the caseB . Reactivate the caseC . Clone the...

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...