MB-230 exam

DRAG DROP A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics: • Percentage of calls that are answered within 30 seconds in the previous four hours. • Number...

You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?A . Configure service level agreements to be on hold until a call can be made to the customer. B. Create an automatic...

HOTSPOT You need to determine the type of queues to create. How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Private Miscellaneous queues must be visible to everyone...

You need to configure the system to meet the workspace requirements for case representatives. Which role should you assign to case representatives?A . Owner B. Maker C. Viewer D. Customer Service Schedule Administrator E. CSR ManagerView AnswerAnswer: C

DRAG DROP You need to configure the system to store answers about claims. Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically...

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...

HOTSPOT A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory. You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks. ✑ Create a...

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 are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows: ✑ Verification ✑ Acknowledgement and research ✑ Resolution Customer service representatives must send an email to the customer when...

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...