MB-230 exam

DRAG DROP You need to set up the system for cases going to supervisors. 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: Step 1: In...

HOTSPOT You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys. You need to determine which survey question feature is needed to complete the design of the survey. Which survey features should you use? To answer, select the appropriate survey type in the...

You need to add the confirmation step for cases. What should you edit?A . Common Data Service B. Business process now C. Workflow D. Power Automate E. EnvironmentView AnswerAnswer: B Explanation: A confirmation section must be added before the resolve section. Example: Add an on-demand action to a business process...

You need to create the SLAs. Which three SLAs should you create? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . SLA with 24 hours as the failure time and no warning B. SLA with 6 hours as the failure time and...

A company enables custom context variables on a chat widget. Users report that the context variables are not being populated on new chats. You need to troubleshoot the issue by querying the event listeners. Which listener is required to be running?A . setContextProvider B. startProactiveChat C. startChat D. getContextProvider E....

You set a default entitlement for a customer. You need to ensure that the default entitlement is automatically associated with a case. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Create a case....

You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Create a case from email. B. Define an SLA and entitlements and set entitlement values for...

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:

Topic 5, Misc. Questions HOTSPOT A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights. The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives. You need to perform the configuration. Which configuration should you use? To...

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:...