MB-230 V4

DRAG DROP You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area...

You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do?A . Create queues for each channel.B . Create an entity for each channel and configure the relationship with the entitlement.C . Configure entitlement channels.D . Configure routing rules.View AnswerAnswer:...

You need to implement service-level agreements. Which type of agreements should you implement?A . On-demandB . StandardC . EnhancedD . ContactView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

You need to create the SLAs. Which three SLAs should you create? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . SLA with 24 hours as the failure time and no warningB . SLA with 6 hours as the failure time and...

DRAG DROP You need to set up the system for cases going to supervisors. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Step 1: In...

HOTSPOT You are implementing Dynamics 365 for Customer Service. You need to set up available working hours to help desk representatives who have varying schedules. What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

HOTSPOT A company uses Dynamics 365 for Customer Service. You need to document the case resolution process. How are each of the cases resolved? 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-engagement/customer-service/customer-service-hubuser-guide-case-sla

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 ServiceB . Use business rulesC . Merge casesD . Use parent-child case relationshipsView AnswerAnswer: B

You need to create the queue for cases. What type of queue should you create?A . TeamsB . PublicC . ProductD . PrivateE . ServiceView AnswerAnswer: E Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC). You need to ensure that VoC survey responses trigger an escalation in support. Which workflow should you use?A . VoC C Process Survey ResponseB . VoC C Close Survey ActivityC . VoC C...