MB-230 exam

DRAG DROP A company is implementing Omnichannel for Customer Service. You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows: • Representatives must create a new support record when a customer contacts them through chat. • Knowledge...

You need to search for answers to customer claims. Which type of search should you perform?A . Timeline B. Quick Find C. Related D. Detail E. Case RelationshipsView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control

You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into...

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?A...

A company uses Dynamics 365 Customer Service. Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account. The company requires a solution that...

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You need to implement queues to manage cases. Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all....

DRAG DROP You need to set up users with permissions to use the digital messaging channels. Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You...

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...

HOTSPOT A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants. Schedulers must be able to do the following: ✑ Schedule resources to start appointments every 90 minutes. ✑ View available resources within the first, second, and third shifts. You...

HOTSPOT You need to choose the appropriate actions when using the knowledge base. Which actions should you choose? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Email the knowledge base article to the customer Support...