MB-230 exam

HOTSPOT You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub. Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic. NOTE: Each correct selection is worth one point. View AnswerAnswer:

You need to ensure that claim disputes conform to the defined case life cycle. What should you configure?A . Related cases B. Case Relationships C. Timeline D. Status Reason Transition E. SubjectView AnswerAnswer: D

HOTSPOT You need to configure the options for the schedule. Which options should you configure? 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

A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure that you can continue to work on the case. What should you do?A . Reassign the case B. Reactivate the case C. Clone the...

A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are: • Live chat must be available through Omnichannel for cases only. • High-priority cases must automatically be sent to the next available agent. • Lower-priority cases must wait to be picked up by an agent •...

You are implementing a help desk system that enables users to submit cases by using telephone or email. You need to ensure that cases are classified correctly. What should you do?A . Configure relevance search B. Configure categorized search C. Create security roles by support function. Assign the security role...

DRAG DROP You need to choose which tools need to be created and configured to meet the following requirements. Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need...

HOTSPOT You need to create and configure objects to support the requirements. How should you configure the system? 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 customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?A . Configure Dynamics 365 AI for Customer Service B. Use business rules C. Merge cases D. Use parent-child case relationshipsView AnswerAnswer: B

A company uses Dynamics 365 Customer Service. The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes. You need to configure the intervals. What should you...