MB-230 exam

DRAG DROP You need to ensure that customers cannot open more cases than they are allowed. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Text,...

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?A...

HOTSPOT You need to configure each escalation scenario. Which configuration should you use for each scenario? 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 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 need to ensure that claim disputes conform to the defined case life cycle. What should you configure?A . Related casesB . Case RelationshipsC . TimelineD . Status Reason TransitionE . SubjectView AnswerAnswer: D

HOTSPOT You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review. You approve some articles and revert some articles to draft status. For each action, what should you do next? To answer, select the appropriate options...

Topic 3, Misc. Questions Customer service representatives are not able to manually add service-level agreements (SLAs) to a record. You need to enable on-demand SLAs. What should you do?A . Configure the scope of the workflowB . Publish the on-demand SLAC . Activate the SLAD . Request an administrator to...

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction. You need to ask additional questions based on the response. Which four actions should you perform in sequence? To...

HOTSPOT You use Dynamics 365 for Customer Service. You need to merge cases. What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

HOTSPOT You are a customer service representative working with cases in Dynamics 365 for Customer Service. You need to manage multiple lists of cases. Which actions should you perform? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: