MB-230 exam

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

A company is implementing Omnichannel for Customer Service. The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website. The company plans to release a new product. Before the new product...

DRAG DROP A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing. Users must be able to navigate to the charts from anywhere within the Customer Service workspace. You need to add the Power BI information to the Customer Service workspace app....

You need to configure the system to meet the three-day and seven-day timeframes. What should you configure? A. Entitlement conditions B. Workflows C. Power Automate D. Service Level Agreement conditionsView AnswerAnswer: D Explanation: Cases that come in as phone calls must be resolved with seven business days. Cases that come...

HOTSPOT A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service. The company wants the following requirements implemented without the need to license additional software: ✑ The system must automatically ask questions before the chat begins. ✑ Credit card information that a customer enters in a...

A customer has three cases in process and two cases for the current calendar year. You need to determine how many cases the customer has left on their entitlement. How many cases are left?A . 20 B. 22 C. 23 D. 25View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer

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...

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...

DRAG DROP You need to ensure that customers cannot open more cases than they are allowed. 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: Text,...

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...