MB-230 exam

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...

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents. You need to set up an entitlement template for the standard support. What should you configure?A ....

Topic 4, Lamna Healthcare Company (NEW) Case study 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...

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 manage a Dynamics 365 for Customer Service environment. The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement. You need to create the entitlement for the customer. What should you do?A . Create a new template...

DRAG DROP You manage Dynamics 365 for Customer Service. You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area...