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Microsoft MB-230 exam covers a range of topics, including configuring customer service, managing cases and the knowledge base, creating and managing queues, implementing entitlements and service level agreements, and using analytics and reporting tools. MB-230 Exam is designed to test your ability to use Microsoft Dynamics 365 tools and technologies to meet customer service requirements effectively.
NEW QUESTION # 150
You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
* A case for a new customer follows a different process than for a returning customer.
* A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
* All cases must be researched and resolved.
* Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/enhance-business-p
NEW QUESTION # 151
You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?
Answer: B
Explanation:
Customize Customer Service workspace
You can use your browser's developer tools to customize some aspects of the Customer Service workspace.
Turn on the enhanced multisession workspace (preview)
With Customer Service workspace open, press the F12 key to open the developer tools window.
In the console window, type the following command and press Enter: Xrm.Utility.getGlobalContext().saveSettingValue("msdyn_MultiSessionLayoutImprovements",true) Refresh the app page.
Note: If you turn on the enhanced multisession workspace, the enhanced experience applies in both Customer Service workspace and Omnichannel for Customer Service.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#turn-on-the-enhanced-multisession-workspace-preview
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#simplify-navigation-in-customer-service-workspace
NEW QUESTION # 152
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 answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 153
A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.
You need to set up support entitlement enforcement.
Which three attributes should you configure? Each correct answer presents a part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,D,E
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
NEW QUESTION # 154
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 155
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