MB-230 exam

You need to ensure users can search the knowledge base from a case record. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Add Knowledge Base Search control to the dashboard. B. Check Knowledge Management from...

HOTSPOT You are a Dynamics 365 Customer Service administrator. You must track issues submitted by customers. You need to configure case settings for the Service Management module. What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management. You need to manage business process flows. What should you configure? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View...

You are customizing an Omnichannel for Customer Service implementation. You need to configure the escalation 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 the Power Virtual Agent topic, add...

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...

DRAG DROP You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area...

DRAG DROP You are a Dynamics 365 Customer Service administrator. You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner’s default queue when a record is created. You need to implement...

Topic 1, Humongous Insurance Case Study This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to...

HOTSPOT A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

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...