MB-230 exam

DRAG DROP A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API. The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment. You need...

HOTSPOT You need to set the schedule to meet requirements for appointments. How should you configure the settings? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: 30 minutes Nurses and doctors must be booked for...

You are configuring a queue in Omnichannel for Customer Service for a call center. You need to complete the queue configuration using the minimal number of actions. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A ....

What should managers use to perform weekly reviews with case representatives?A . Tier 1 dashboard B. Agent Insights C. Connected Customer Service dashboard D. Customer Service Performance dashboardView AnswerAnswer: B Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements. What should you configure?A . Failure Action B. Warning Action C. Applicable When D. Success Criteria E. Success ActionView AnswerAnswer: A Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

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...

You are creating surveys for Voice of the Customer (VoC). You need to configure VoC to ensure that recipients can unsubscribe to surveys. Which two survey features should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Add an Unsubscribe check...

You are implementing Omnichannel for Customer Service for a company. The company wants agents to serve customers through both the company's portal and Facebook page. You need to enable the appropriate channels. Which two channels should you enable? Each correct answer presents part of the solution. NOTE: Each correct selection...

HOTSPOT You need to configure entitlements for contracts. What should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: 25 Customers must have contracts that allow them to call Lamna Healthcare 10 times 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...