Microsoft MB-230 Practice Test - Questions Answers, Page 13
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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.
Deploy Omnichannel for Customer Service.
Enable an entity for queues.
Set up users as contacts.
Provision unified routing for Customer Service only.
Set up users as bookable resources.
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
Chat
Social channels
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
Multiple-page survey
Multiple answer
Post-survey message
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 agent configuration, promote the users to supervisors.
From universal service desk, enable all dashboards.
From the supervisor configuration, add the required users.
From Power Bl, share the dashboard with the entire organization.
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
Turn on Agent Affinity
Create a Parent Child attribute
Create a routing rule
Turn on a custom listener
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
Set the record creation and update rules for the queue
Set the queue priority for the queue
Enable the queue for auto work distribution
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.
Navigate to https://csi.ai.dynamics.com and then share a workspace.
Select My workspaces and then select a workspace.
Select View and then select a workspace view.
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.
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 administration console.
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.
Assign cases to specific users.
Escalate to a live person.
Use bots in post-chat surveys through routing rules.
Display a view of customer cases to users.
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.
Ensure that a System Administrator assigns the users the Environment Maker security role.
Share the Power Automate flows.
Enable Send an email invitation to new users and re-share the chatbot.
Configure a custom context variable for the chatbot.
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