MB-230 exam

HOTSPOT You are configuring a Dynamics 365 for Customer Service instance. Customer service manager cannot create new entitlements for customer service representatives. You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives. Which access levels should you apply? To...

DRAG DROP You are a Dynamics 365 system administrator. Your customer service team must define goal metrics to track and measure all resolved cases. You need to create a goal metric with a rollup field. In which order should you perform the actions? To answer, move all actions from the...

You are creating surveys for Voice of the Customer (VoC). You need to configure VoC to ensure that recipients can unsubscribe to surveys. Which two survey features should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Add an Unsubscribe check...

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record. You need to enable on-demand SLAs. What should you do?A . Configure the scope of the workflowB . Publish the on-demand SLAC . Activate the SLAD . Request an administrator to add the SLA field...

HOTSPOT You need to select which setting needs to be configured for each setup. Which settings should you select? 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/create-workstreams https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model

You are a Dynamics 365 for Customer Service administrator. You need to deactivate entitlements. When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . A customer’s entitlement has ended and no more support is desired.B . A customer renews...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs). You need to configure SLAs based on the requirements. Which type of SLAs should you use? To answer, select the appropriate option in...

HOTSPOT You use Dynamics 365 for Customer Service. You need to merge cases. What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements. What should you configure?A . Failure ActionB . Warning ActionC . Applicable WhenD . Success CriteriaE . Success ActionView AnswerAnswer: A Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

Topic 3, The Phone Company 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 time...