MB-230 exam

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

Topic 5, Misc. Questions You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets. What should you do first?A . Use Lookup...

Topic 3, The Phone Company 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...

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

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

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...

HOTSPOT You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.) You must modify the business process flow to include the check-email step at the beginning of the research stage. Use the drop-down...

You need to create the SLAs. Which three SLAs should you create? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . SLA with 24 hours as the failure time and no warning B. SLA with 6 hours as the failure time and...

DRAG DROP A company uses Dynamics 365 Customer Service. You need to implement queues to meet company requirements. Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type may be used once, more than once, or not at all....

You need to configure the system to meet the workspace requirements for case representatives. Which role should you assign to case representatives?A . Owner B. Maker C. Viewer D. Customer Service Schedule Administrator E. CSR ManagerView AnswerAnswer: C