MB-230 exam

You need to add the confirmation step for cases. What should you edit?A . Common Data Service B. Business process now C. Workflow D. Power Automate E. EnvironmentView AnswerAnswer: B Explanation: A confirmation section must be added before the resolve section. Example: Add an on-demand action to a business process...

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...

DRAG DROP You need to set up users with permissions to use the digital messaging channels. Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You...

HOTSPOT You need to meet the automatic case creation requirements. 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

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

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...

You need to ensure that claim disputes conform to the defined case life cycle. What should you configure?A . Related cases B. Case Relationships C. Timeline D. Status Reason Transition E. SubjectView AnswerAnswer: D

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents. You need to set up an entitlement template for the standard support. What should you configure?A ....

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard. You need to advise the customer on how to display the data. What should the customer use?A . lead and opportunity data from Common Data Service B. call intelligence data...

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different...