MB-230 exam

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction. You need to ask additional questions based on the response. Which four actions should you perform in sequence? To...

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

You need to add the confirmation step for cases. What should you edit?A . Common Data ServiceB . Business process nowC . WorkflowD . Power AutomateE . EnvironmentView AnswerAnswer: B Explanation: A confirmation section must be added before the resolve section. Example: Add an on-demand action to a business process...

HOTSPOT You need to create and configure objects to support the requirements. How should you configure the system? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different...

DRAG DROP You need to create an entitlement template. In System Settings, you navigate to Service Management. 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:...

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

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...

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 add SLA timers to the Case form. Which two options should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Create Quick View Form in SLA KPI Instance entity.B . Create SLA KPI Instance entity.C . Create...