You need to create the SLAs.Which three SLAs should you create? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

SLA with 6 hours as the failure time and a one-hour warning

SLA with one hour as the failure time and no warning

SLA with 24 hours as the failure time and a two-hour warning

SLA with 24 hours as the failure time and no warning

SLA with 6 hours as the failure time and a one-hour warning

SLA with 6 hours as the failure time and no warning

SLA with one hour as the failure time and no warning

SLA with 24 hours as the failure time and a two-hour warning

You need to configure the system to notify managers about unhappy patients.What should you do?

Change the value of the Monitor real-time customer sentiment option to Yes.

Configure Omnichannel Insights.

Set a routing rule for escalations.

Change the value of the Monitor real-time customer sentiment option to Yes.

What should managers use to perform weekly reviews with case representatives?

Connected Customer Service dashboard

Customer Service Performance dashboard

You need to set up the analytics functionality.What should you do?

Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

Select the System Management menus and configure them in the settings.

Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.

Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.

Install the solution and menu items that will appear in Dynamics 365 Customer Service.

Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

You need to configure the system to meet the workspace requirements for case representatives.Which role should you assign to case representatives?

Customer Service Schedule Administrator

You need to enable relevance search for the custom entity.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

Add custom entities to Configure Relevance Search in Customizations and Entities.

Add Quick Find to the case form.

Add custom entities to Configure Relevance Search in Customizations and Entities.

Add Knowledge Base Search control to the forms case.

Enable Relevance Search in System Settings.

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.

Check Knowledge Management from the case entity in the solution.

Insert the Knowledge Base Search control on the form.

Add Knowledge Base Search control to the dashboard.

Check Knowledge Management from the case entity in the solution.

Insert the Knowledge Base Search control on the form.

Select the Knowledge Base Search control from the entity.

Add the Quick Find option to the views.

You need to add SLA timers to the Case form.Which two options should you configure? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

Create field in case entity with lookup to SLA KPI Instance.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

Create Quick View Form in SLA KPI Instance entity.

Create SLA KPI Instance entity.

Create field in case entity with lookup to SLA KPI Instance.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

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? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

Automatically apply SLAs to records based on business logic.

Assign SLAs manually to records.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

Create a new SLA for each case that does not have a customer SLA.

Go into the SLA configuration and assign it to a customer.

Automatically apply SLAs to records based on business logic.

Assign SLAs manually to records.

You need to configure the system to meet the three-day and seven-day timeframes.What should you configure?

Service Level Agreement conditions

You need to implement a solution to provide the technician's utilization.Which solution should you use?

Use default schedule board with filters.

Create multiple schedule board tabs.

Change the board view settings.

Use default schedule board with filters.

Microsoft MB-230 Practice Test 1 - Free Online Exam Prep & Questions

You need to configure the queue for telephone-based cases.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Create a case from email.

B.

Define an SLA and entitlements and set entitlement values for case numbers.

C.

Configure a status reason transition.

D.

Create a case routing rule.

E.

Automatically create or update records.

Microsoft MB-230 Practice Test 1

Question

Microsoft MB-230 Practice Tests

Practice Tests