MB-230 exam

You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?A . Configure Dynamics 365 AI for Customer ServiceB . Use business rulesC . Merge casesD . Use parent-child case relationshipsView AnswerAnswer: B

DRAG DROP You are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows: Verification Acknowledgement and research Resolution Customer service representatives must send an email to the customer when a case enters...

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...

HOTSPOT You are configuring a Dynamics 365 for Customer Service instance. Customer service manager cannot create new entitlements for customer service representatives. You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives. Which access levels should you apply? To...

HOTSPOT You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. Members of the customer support staff must not be available on public holidays in the year 2021. You need to configure holiday schedules. Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each...

You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . GoalB . CaseC . LetterD . Social activityE . Rollup queriesView AnswerAnswer: BCD

You are configuring a single business process flow in Dynamics 365 for Customer Service. You need to design the business process flow. What should you do?A . Merge peer branches to a single stage when merging branches.B . Span the process across 10 unique entities.C . Combine multiple conditions in...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management. You need to manage business process flows. What should you configure? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View...

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...