A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named BicycleA user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailableYou need to make the Account columns available to the Bicycles table.What should you configure?

Create a relationship between the Account table and the Bicycles table.

Add the same columns to both the Bicycles table and the Account table.

Add the system administrator security role to the user ID of the salesperson.

Create two separate views: one in the Bicycles table and one in the Account table.

Create the personal view from the Account table.

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.You need to configure the system.Which two options should you configure? Each correct answer presents part of a solution.NOTE: Each correct selection is worth one point.

In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes

In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:* Open the client's record.* Search the KB* Send the KB article in the chatYou need to configure macros to automate the tasks.Which three features should you configure? Each correct answer presents part of the solutionNOTE: Each correct selection is worth one point.

Open the case record through the Productivity automation area.

Send the KB article through the Productivity automation area.

Send the KB article in chat through the Omnichannel area.

Open the case record through the Productivity automation area.

Send the KB article through the Productivity automation area.

Open the case record through the session area.

You are implementing Omnichannel for Customer Service for a company. The company has the following requirements:* Initial conversations must be assigned to Power Virtual Agents chatbots.* If a conversation needs to be escalated, it must be assigned to a human agent* The chatbot and human agents must be in the same queueYou need to complete the implementation to meet the requirements.What must the chatbot capacity as compared to the agents' capacity?

The chatbot capacity must be higher than the capacity of the agents.

The chatbot capacity must be the same as the capacity of the agents

The chatbot capacity must be higher than the capacity of the agents.

The chatbot capacity must be less than the capacity of the agents.

You are customizing a Dynamics 36S Customer Service implementation for a company.The company's support center wants to open a chat channel in a Power Apps portal for their partners.You need to add a chat widget in the portal.What should you do?

Copy the code snippet from the char form and paste it in the Chat Widget Code in Content Snippets

Copy the code snippet from the chat form and paste it in the web template of the portal home page.

Copy the code snippet from the workstream form and paste it in the Chat Widget Code in Content Snippets.

Copy the code snippet from the workstream form and paste it in the web template of the portal home page.

Copy the code snippet from the char form and paste it in the Chat Widget Code in Content Snippets

You are a customer service manager. You define an enhanced service-level agreement (SLA).You need to accurately record the time spent on cases by customer service representatives.What should you do?

Pause the SLA when the case is on hold.

Implement workflows on demand for the case entity

Apply parent-child case settings.

Pause the SLA when the case is on hold.

A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.You need to ensure that the manager's requirements are met.What should you configure?

Case title for data mapping and automation of topic by using a bot.

Case age for data mapping and automation of topic by using Power Virtual Agents.

Last interaction for data mapping and automation of topic by using a bot.

Last interaction for data mapping and automation of topic by using Power Virtual Agents.

Case title for data mapping and automation of topic by using a bot.

You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?

Customer Service Agent Dashboard

Customer service multiple customer sessions

Customer Service Agent Dashboard

A company uses Dynamics 365 Customer Service.Agents provide incorrect responses when replying to customer issues.You need to configure quick replies.What should you do?

Select a tag for each quick reply.

Create a new quick reply with the category name as the title.

Add a quick reply to a workstream.

A company uses Dynamics 365 Customer Service.Managers state that support representatives can view contact social security numbers when the representatives open contact records.Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.You need to configure the application to resolve the issue.What should you do?

Set up a business rule to hide the column if it contains data.

Remove the column from the form.

A company uses Dynamics 365 Customer Service.Customer Service workspaces must have custom navigation that meets the following requirements:* An application must be opened as an anchor tab in the application tab panel.* Three additional application tabs must be opened when a session begins.* The default mode of the communication panel must be set to Docked.You need to determine which tool and feature to use to meet all requirements.Which two tools/features should you use? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

session templates in Customer Service admin center

session templates in App Profile Manager

session templates in Customer Service admin center

application tab templates in Customer Service admin center

session templates in App Profile Manager

application tab templates in App Profile Manager

Microsoft MB-230 Practice Test 7 - Free Online Exam Prep & Questions

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an loT sensor with LTE capabilities.

When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.

You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated.

You need to ensure that work orders are generated.

What must you set for each bulb?

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Microsoft MB-230 Practice Test 7

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Microsoft MB-230 Practice Tests

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