MB-230 exam

You manage a Dynamics 365 for Customer Service environment. The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement. You need to create the entitlement for the customer. What should you do?A . Create a new template...

DRAG DROP You need to build a personal dashboard that displays the following charts and views: Charts: ✑ Number of cases by owner and priority ✑ Products with most cases opened Views: ✑ Display the number of cases opened in a seven-day period ✑ Display the number of escalated cases...

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you...

DRAG DROP You are a Dynamics 365 for Customer Service system administrator. You need to create service-level agreements (SLAs) to meet company requirements. What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once,...

DRAG DROP You are a customer service representative using Dynamics 365 Customer Service Hub. You need to link the knowledge base records that relate to cases and send articles to customers. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions...

You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do?A . Create queues for each channel.B . Create an entity for each channel and configure the relationship with the entitlement.C . Configure entitlement channels.D . Configure routing rules.View AnswerAnswer:...

HOTSPOT A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

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 . 20B . 22C . 23D . 25View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer

HOTSPOT You need to configure the correct settings. Which settings 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, email Description automatically generated

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...