MB-230 exam

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 add SLA timers to the Case form. Which two options should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Create Quick View Form in SLA KPI Instance entity. B. Create SLA KPI Instance entity. C. Create...

You are a customer service manager for a company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each queue. What type of queue should you configure?A . Personal B. Private C. Business unit D. PublicView AnswerAnswer: B Explanation:...

DRAG DROP You need to create the dashboards. Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type may be used once, more than once, or not at all. You may need to drag the split bar between panes or...

HOTSPOT You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions. You need to create a personal chart that meets the following requirements: ✑ Show the number of open cases assigned to you for each customer. ✑ Ensure that specific team members...

HOTSPOT You need to configure entitlements for contracts. What 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: 25 Customers must have contracts that allow them to call Lamna Healthcare 10 times a...

HOTSPOT You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles. You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required. How should you...

DRAG DROP You need to configure the system to store answers about claims. Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically...

You need to configure the system to notify managers about unhappy patients. What should you do?A . Configure Omnichannel Insights. B. Set a routing rule for escalations. C. Change the value of the Monitor real-time customer sentiment option to Yes.View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions

You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases. Users report that emails are no longer being converted to cases. What is the possible cause?A . The Dynamics Flow process is not running. B. Your user ID does not have permission to run the process...