MB-230 exam

HOTSPOT You need to configure OmniChannel to route correctly. Which options 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: Two You must create two types of Omnichannel queues: regular and escalated. Box...

You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal?...

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: B,...

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You need to import cases from a file without applying routing rules. Which three 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...

You need to configure the system to meet the three-day and seven-day timeframes. What should you configure? A. Entitlement conditions B. Workflows C. Power Automate D. Service Level Agreement conditionsView AnswerAnswer: D Explanation: Cases that come in as phone calls must be resolved with seven business days. Cases that come...

Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service. You need to configure a Power BI connection to a Dynamics 365 organization named Contoso. Which service URL should you use?A . https://contoso.crm.dynamics.comB . https://disco.crm.dynamics.com/xrmservices/2011/discovery.svcC . https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svcD . https://disco.crm.dynamics.com/api/discovery/v9.1View AnswerAnswer: A

You need to ensure users can search the knowledge base from a case record. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . Add Knowledge Base Search control to the dashboard.B . Check Knowledge Management from...

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...

You are using Dynamics 365 for Customer Service. You need to automate the process of adding cases to a queue. What should you do?A . Use routing rulesB . Use the convert activities functionality with casesC . Use the add to queue button on a caseD . Use the Assign...

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...