MB-230 V5

Topic 6, 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...

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

You need to ensure that claim disputes conform to the defined case life cycle. What should you configure?A . Related casesB . Case RelationshipsC . TimelineD . Status Reason TransitionE . SubjectView AnswerAnswer: D

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 need to configure entitlements for contracts. What should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: 25 Customers must have contracts that allow them to call Lamna Healthcare 10 times a...

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

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...

You need to configure the system to meet the workspace requirements for case representatives. Which role should you assign to case representatives?A . OwnerB . MakerC . ViewerD . Customer Service Schedule AdministratorE . CSR ManagerView AnswerAnswer: C

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?A . Omnichannel supervisor and customer service managerB . Omnichannel supervisor and customer service representativeC . Omnichannel agent and customer service representativeD . Omnichannel agent and Omnichannel supervisorView...

Topic 3, The Phone Company Case study Overview This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your...