MB-230 exam

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 search for answers to customer claims. Which type of search should you perform?A . TimelineB . Quick FindC . RelatedD . DetailE . Case RelationshipsView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control

HOTSPOT You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub. Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic. NOTE: Each correct selection is worth one point. View AnswerAnswer:

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?A...

HOTSPOT You need to ensure cases are handled correctly. 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/overview-unified-routing

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...