MB-230 exam

Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings. ✑ Email only ✑ Phone only ✑ Half phone and half email You allocate 50 cases to each support offering. You need to create the entitlement with terms that...

You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule. You need to ensure that the schedule shows the correct time zone for available customer service hours. What should you do?A . Set the time zone in each customized schedule. B. Allow the system to...

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 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...

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis. Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles. You need to configure Dynamics 365 for Customer Service. Which three actions should you...

HOTSPOT You need to choose the appropriate actions when using the knowledge base. Which actions should you choose? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Email the knowledge base article to the customer Support...

HOTSPOT You need to configure the queues. Which configurations 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: Record Creation and Update rule Reduce the need for manually creating cases from incoming emails...

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...

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....

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...