MB-230 V4

HOTSPOT You are a Dynamics 365 for Customer Service administrator. Members of the customer support staff must not be available on public holidays in the year 2021. You need to configure holiday schedules. Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each...

HOTSPOT You need to meet the automatic case creation requirements. 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/automatically-create-case-from-email https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/

HOTSPOT You need to configure each escalation scenario. Which configuration should you use for each scenario? 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/configure-bot-virtual-agent

DRAG DROP A customer uses Dynamics 365 for Customer Service. Customer service representatives must be able to create knowledge base articles. You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use. Which four actions must be performed in...

You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Create a case from email.B . Define an SLA and entitlements and set entitlement values for...

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction. You need to ask additional questions based on the response. Which four actions should you perform in sequence? To...

You need to configure the system to notify managers about unhappy patients. What should you do?A . Configure Omnichannel Insights.B . Set a routing rule for escalations.C . Change the value of the Monitor real-time customer sentiment option to Yes.View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions

You need to add the confirmation step for cases. What should you edit?A . Common Data ServiceB . Business process nowC . WorkflowD . Power AutomateE . EnvironmentView AnswerAnswer: B Explanation: A confirmation section must be added before the resolve section. Example: Add an on-demand action to a business process...

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:

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different...