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| Section | Weight | Objectives |
|---|---|---|
| Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Implement Microsoft Power Platform | 10% | - Configure Power Automate
|
| Implement routing | 10% | - Manage queues and routing
|
| Implement scheduling | 5% | - Manage services
|
| Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
>> Valid MB-230 Practice Questions <<
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NEW QUESTION # 292
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 the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically
NEW QUESTION # 293
You are customizing an Omnichannel for Customer Service implementation.
Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal ' s privacy policy before they can take the survey.
A call center manager wants to auto pick account or contact information for customer service agents based on the survey.
You need to configure the pre-chat survey question field to meet the requirements.
Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 294
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
Answer: A
Explanation:
Section: Topic 2, Manage cases and the knowledge base
NEW QUESTION # 295
A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.
A case is opened for each customer call. Technicians are sent to customers' homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians' in-person appointments.
The requirements for scheduling appointments are as follows:
Schedule an appointment with the technician who is located closest to a customer.
Schedule an appointment based on whether the issue is hardware or software.
The dispatcher who schedules appointments must not be able to configure the system.
You need to configure the system to meet the requirements.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/manage-security-roles
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh
NEW QUESTION # 296
A company implements Dynamics 365 Customer Voice.
When the company deploys an application at the end of a project users are unable to distribute surveys.
You need to assign users to the appropriate role so they can distribute the survey You must adhere to the principle of least privilege. To which role should you assign the users?
Answer: D
NEW QUESTION # 297
......
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