MB-230 exam

You use multiple workspaces within Dynamics 365 Customer Service insights. You need to switch workspaces. What should you do?A . Select Dashboard filters and then select a filter. B. Navigate to https://csi.ai.dynamics.com and then share a workspace. C. Select My workspaces and then select a workspace. D. Select View and...

DRAG DROP An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented. Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue. You need to...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution....

HOTSPOT A company uses Dynamics 365 Customer Voice. The company requires the following for a survey: ✑ The survey must be sent automatically each time a salesperson visits a customer and closes the appointment. ✑ If a survey satisfaction score is negative, an activity must be created for the salesperson....

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 queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Create a case from email. B. Define an SLA and entitlements and set entitlement values for...

DRAG DROP You need to create an entitlement template. In System Settings, you navigate to Service Management. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation:...

You need to implement service-level agreements. Which type of agreements should you implement?A . On-demand B. Standard C. Enhanced D. ContactView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

DRAG DROP You need to set up the system for cases going to supervisors. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Step 1: In...

You need to create the queue for cases. What type of queue should you create?A . Teams B. Public C. Product D. Private E. ServiceView AnswerAnswer: D Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases