MB-230 exam

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...

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...