MB-230 exam

You are a customer service manager for a company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each queue. What type of queue should you configure?A . PersonalB . PrivateC . Business unitD . PublicView AnswerAnswer: B Explanation:...

HOTSPOT You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is...

HOTSPOT You need to decide which action is applicable in the SLA . 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/define-service-level-agreements

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You must track time against enhanced service-level agreements (SLAs). You need to add a timer. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and...

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you. You will be going on a vacation. You need to assign the case to someone else. What should you do?A . Release the case.B . Route the case to another queue.C . Share...

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...

HOTSPOT A company is evaluating Dynamics 365 Customer Service Insights. The company decides to use the sample data environment to expedite the evaluation process. You need to recommend a dashboard. Which dashboard should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is...

You need to ensure users can search the knowledge base from a case record. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Add Knowledge Base Search control to the dashboard. B. Check Knowledge Management from...

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...

DRAG DROP You are a Dynamics 365 Customer Service administrator. You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner’s default queue when a record is created. You need to implement...