MB-230 exam

You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal?...

A company must standardize the management of web leads and leads generated across their internal and external sales teams. You need to create an entitlement. Which type of entitlement should you create?A . Multi-channel B. Omnichannel C. Teams channelView AnswerAnswer: B Explanation: Omni-channel: An omni-channel solution offers two or more...

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

You are creating a survey using Voice of the Customer. You need to embed the survey into a website and make it available to your customer. What should you do?A . Create the website. Add the URL to the Dynamics 365 site in your website. B. Create your Dynamics 365...

HOTSPOT You need to configure the options for the schedule. Which options should you configure? 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 ensure cases are handled correctly. What should you do? 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, email Description automatically generated

You need to enable relevance search for the custom entity. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Add Quick Find to the case form. B. Add custom entities to Configure Relevance Search in Customizations...

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...

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....

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you. You will be going on a vacation. You need to assign the case to someone else. What should you do?A . Release the case. B. Route the case to another queue. C. Share...