MB-230 exam

You are integrating Power Virtual Agents with Omnichannel for Customer Service. You create context variables. You need to complete the handoff process to a human agent. Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . In...

You need to implement service-level agreements. Which type of agreements should you implement?A . On-demand B. Standard C. Enhanced D. ContactView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

You are customizing an Omnichannel for Customer Service implementation for a call center. The call center manager wants to create a new quick response for agents to save time typing a greeting message. You need to create a quick response that includes a customer’s full name. How should you create...

HOTSPOT You need to configure each escalation scenario. Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically generated

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 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: Graphical user interface, text, application Description automatically generated

You send surveys to customers who have opened cases within the past month. You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license. What are two possible ways to achieve the goal? Each correct answer presents a complete solution. NOTE:...

You need to configure the system to meet the three-day and seven-day timeframes. What should you configure? A. Entitlement conditions B. Workflows C. Power Automate D. Service Level Agreement conditionsView AnswerAnswer: D Explanation: Cases that come in as phone calls must be resolved with seven business days. Cases that come...

HOTSPOT You are a customer service representative working with cases in Dynamics 365 for Customer Service. You need to manage multiple lists of cases. Which actions should you perform? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

A company closes the business each year for nine business days. You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system. What should you create?A . nine customer service calendar records of a one-day duration B....