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Microsoft MB-230 Practice Test - Questions Answers, Page 13

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Question 121

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You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.

You receive the following error message:

Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.

You need to enable unified record routing and route records.

Which three steps must you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Set up users as leads.

Set up users as leads.

Deploy Omnichannel for Customer Service.

Deploy Omnichannel for Customer Service.

Enable an entity for queues.

Enable an entity for queues.

Set up users as contacts.

Set up users as contacts.

Provision unified routing for Customer Service only.

Provision unified routing for Customer Service only.

Set up users as bookable resources.

Set up users as bookable resources.
Suggested answer: B, E, F

Explanation:

BE: Provision unified routing in Customer Service with Omnichannel for Customer Service When Omnichannel for Customer Service is available but not deployed, in the Service Configuration Settings page, the following message will appear:

"Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support." F: Set up unified routing for records, prerequisites To set up record routing for Customer Service, unified routing must be enabled in your environment.

You must have users configured as bookable resource.

Etc.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/provision-unified-routing

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-record-routing

asked 05/10/2024
Yves ADINGNI
37 questions

Question 122

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You are implementing Omnichannel for Customer Service for a company.

The company wants agents to serve customers through both the company's portal and Facebook page.

You need to enable the appropriate channels.

Which two channels should you enable? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

SMS channels

SMS channels

Chat

Chat

Facebook

Facebook

WhatsApp

WhatsApp

Social channels

Social channels
Suggested answer: B, C

Explanation:

Use Chat

If you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel.

Use the Facebook channel.

Note: Social channels

If you want to help your customers using social media, you can use the following social channels:

Apple Messages for Business

Facebook

Google's Business Messages

WhatsApp through Twilio

Twitter

WeChat

LINE

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

https://docs.microsoft.com/en-us/dynamics365/customer-service/facebook

asked 05/10/2024
Caridade Martins
44 questions

Question 123

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Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

Branching rule

Branching rule

Multiple-page survey

Multiple-page survey

Multiple answer

Multiple answer

Post-survey message

Post-survey message
Suggested answer: A

Explanation:

Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule

asked 05/10/2024
Pungava Gowda
29 questions

Question 124

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You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.

You need to ensure that managers are able to access the intraday insights dashboard.

What should you do?

From the supervisor configuration, add all users to the intraday insights dashboard.

From the supervisor configuration, add all users to the intraday insights dashboard.

From the agent configuration, promote the users to supervisors.

From the agent configuration, promote the users to supervisors.

From universal service desk, enable all dashboards.

From universal service desk, enable all dashboards.

From the supervisor configuration, add the required users.

From the supervisor configuration, add the required users.

From Power Bl, share the dashboard with the entire organization.

From Power Bl, share the dashboard with the entire organization.
Suggested answer: D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboardsupervisor

asked 05/10/2024
Juan Contreras
36 questions

Question 125

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You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

Which two components should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Create a work item trigger

Create a work item trigger

Turn on Agent Affinity

Turn on Agent Affinity

Create a Parent Child attribute

Create a Parent Child attribute

Create a routing rule

Create a routing rule

Turn on a custom listener

Turn on a custom listener
Suggested answer: A, D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

asked 05/10/2024
Marco Di Munno
36 questions

Question 126

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You are configuring a queue in Omnichannel for Customer Service for a call center.

You need to complete the queue configuration using the minimal number of actions.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Configure the mailbox for the queue

Configure the mailbox for the queue

Set the record creation and update rules for the queue

Set the record creation and update rules for the queue

Set the queue priority for the queue

Set the queue priority for the queue

Enable the queue for auto work distribution

Enable the queue for auto work distribution
Suggested answer: A, B

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel

asked 05/10/2024
Dimitri Bennett
35 questions

Question 127

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You use multiple workspaces within Dynamics 365 Customer Service insights.

You need to switch workspaces.

What should you do?

Select Dashboard filters and then select a filter.

Select Dashboard filters and then select a filter.

Navigate to https://csi.ai.dynamics.com and then share a workspace.

Navigate to https://csi.ai.dynamics.com and then share a workspace.

Select My workspaces and then select a workspace.

Select My workspaces and then select a workspace.

Select View and then select a workspace view.

Select View and then select a workspace view.
Suggested answer: C

Explanation:

As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company's Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.

Reference:

https://cloudblogs.microsoft.com/dynamics365/it/2019/06/13/new-in-dynamics-365-customerservice-insights-share-workspaces-train-ai-model-with-renamed-topics/

asked 05/10/2024
Marinus Johannes Klomp
40 questions

Question 128

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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?

Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

Configure the settings in the Agent Experience area of the Customer Service Hub.

Configure the settings in the Agent Experience area of the Customer Service Hub.

Configure the settings in the administration console.

Configure the settings in the administration console.
Suggested answer: D

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-theenhanced-multisession-workspace-preview

https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview#simplifynavigation-in-customer-service-workspace

asked 05/10/2024
Wilfried Wagener
36 questions

Question 129

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You are describing Power Virtual Agents to executives at a company.

The executives want to know which features are available out of the box.

You need to describe these features.

Which three features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Monitor bot conversations in real time.

Monitor bot conversations in real time.

Assign cases to specific users.

Assign cases to specific users.

Escalate to a live person.

Escalate to a live person.

Use bots in post-chat surveys through routing rules.

Use bots in post-chat surveys through routing rules.

Display a view of customer cases to users.

Display a view of customer cases to users.
Suggested answer: A, C, E

Explanation:

A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.

C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.

When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

asked 05/10/2024
Michal Kopl
36 questions

Question 130

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You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows. You are not a system administrator.

Users in your organization must collaborate to develop the chatbot.

You attempt to share the chatbot by adding user email addresses and assigning them Manager, Power Automate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new users option is disabled.

Sharing of the chatbot fails.

You need to use the principle of least privilege to share the chatbot with users for collaboration.

Which two actions should you perform? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

Assign the users the Environment Maker security role.

Assign the users the Environment Maker security role.

Ensure that a System Administrator assigns the users the Environment Maker security role.

Ensure that a System Administrator assigns the users the Environment Maker security role.

Share the Power Automate flows.

Share the Power Automate flows.

Enable Send an email invitation to new users and re-share the chatbot.

Enable Send an email invitation to new users and re-share the chatbot.

Configure a custom context variable for the chatbot.

Configure a custom context variable for the chatbot.
Suggested answer: B, C

Explanation:

B: Insufficient environment permissions

Users in the environment must have the Environment maker security role before a bot can be shared with them.

System administrators of the environment need to assign the Environment maker security role to the user before you share the bot.

C: Share Power Automate flows used in a bot

You can add actions to a bot using flows in Power Automate; however, flows in a bot aren't automatically shared with other users when sharing a bot.

Users who don't have access to the shared flow can still run it by using the test bot canvas.

To let other users edit or add flows you'll need to share them in Power Automate. You can open flows directly from the topic where the flow is used.

Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/admin-share-bots

https://docs.microsoft.com/en-us/dynamics365/customerengagement/onpremises/customize/create-site-map-app

asked 05/10/2024
Joseph Martin
29 questions
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