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: Reference:...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search. You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:...

Topic 1, Humongous Insurance Case Study This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to...

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:

What should managers use to perform weekly reviews with case representatives?A . Tier 1 dashboardB . Agent InsightsC . Connected Customer Service dashboardD . Customer Service Performance dashboardView AnswerAnswer: B Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights

You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?A . Configure service level agreements to be on hold until a call can be made to the customer.B . Create an automatic...

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You need to create a customer service satisfaction survey and embed it on a website. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is...

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:

Topic 2, Lamna HealthCare Case study This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to...

DRAG DROP You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m. You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified. You need to enable...