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The MB-230 Certification Exam is intended for functional consultants who work with customers to understand their business processes and requirements and translate them into customer service solutions. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is ideal for those who have experience implementing and configuring solutions for customer service organizations. Candidates for this certification must have a thorough knowledge of the Dynamics 365 platform and its customer service applications.
NEW QUESTION # 233
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric
NEW QUESTION # 234
You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.
What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 235
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.
Answer:
Explanation:
Explanation
NEW QUESTION # 236
A company is implementing Dynamics 365 Customer Service to support its global contact center.
The company has the following requirements:
* Representatives assisting European clients must not be able to join Teams calls.
* When representatives assisting clients in the United States accept an incoming chat, the company browser- based inventory system must be displayed as well as the case.
* Representatives must be able to identify active chats by the name of the associated case.
You need to configure the workspace app to meet the requirements.
On which record should you configure each requirement? To answer, move the appropriate record types to the correct requirements. You may use each record type once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 237
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
The system must automatically ask questions before the chat begins.
Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings
NEW QUESTION # 238
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MB-230 Questions Answers: https://www.pass4suresvce.com/MB-230-pass4sure-vce-dumps.html
P.S. Free & New MB-230 dumps are available on Google Drive shared by Pass4suresVCE: https://drive.google.com/open?id=1-4Tn3iPPtgnCBzM6gLOfyThGB32Gae1i