Microsoft MB-230 Practice Test - Questions Answers, Page 14
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You are customizing an Omnichannel for Customer Service implementation for a call center.
The call center manager wants to create a new quick response for agents to save time typing a greeting message.
You need to create a quick response that includes a customer's full name.
How should you create the quick response?
Hi {CusComeI{FuIIname}}, How may I help
Hi Customer {Full name) , How may I help
Hi Full Name {Customer} , How may I help
Hi {Full Name {Customer} } , How may I help
You are customizing an Omnichannel for Customer Service implementation.
You need to configure the escalation process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
In the Power Virtual Agent topic, add the Transfer to agent node.
Add a context variable in Power Virtual Agents to escalate the conversation.
Select a context variable in Omnichannel and update the information from Power Virtual Agents.
Add a bot user to the Omnichannel queue.
Set the operating hours to escalate a conversation.
You are creating a Power Virtual Agents chatbot to handle common customer inquiries.
A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.
You need to determine why the node is inactive.
What should you use?
Maker portal
Supervisor dashboard
Test bot pane
Topic checker
You are integrating Power Virtual Agents with Omnichannel for Customer Service.
You create context variables.
You need to complete the handoff process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
In Power Virtual Agents, enter the Power Virtual Agents Application ID.
In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.
In the Omnichannel Administration app. add a user as a virtual agent.
In Power Virtual Agents, disable the Teams channel.
In Power Virtual Agents, select Transfer to agent.
You create a canvas app to show trending results from a Power Virtual Agents chatbot.
The results must be viewable on the Dynamics 365 Customer Service workspace home page.
You need to add the survey results canvas app to the Customer Service workspace.
What should you do?
Add an iFRAME component to the main home page form and reference the canvas app name
Share the canvas app
Add the canvas app to the sitemap
Create a solution in the environment and add the canvas app to the solution
Add the canvas app component to the main home page form and reference the canvas app name
A P-L-U-S company enables custom context variables on a chat widget.
Users report that the context variables are not being populated on new chats.
You need to troubleshoot the issue by querying the event listeners.
Which listener is required to be running?
setContextProvider
startProactiveChat
startChat
getContextProvider
initializeNewConversation
A GOV company uses Omnichannel for Customer Service.
The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.
You need to set up the prerequisites for the Power Virtual Agents.
Which three technologies should you set up? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Work stream
Queues
Azure Application ID
Chat widget
Chatbot
A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.
You need to configure the custom table Leased Truck for IoT integration.
Which two methods achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Set the relationship in the Power Platform admin center.
Create a one-to-many relationship from the Leased Truck table to the loT Alert table.
Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.
Enable connections to the Leased Truck table.
A GOV company administrator is setting up Dynamics 365 Omnichannel for Customer Service.
The administrator is unable to complete the setup due to insufficient permissions.
You need to ensure that the administrator can complete the setup.
Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Dynamics 365 System Administrator
Power Platform Admin role
Read access to the Client Access License
Dynamics 365 Global Administrator
-write access to the Client Access License
You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case.
You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.
What should you do?
Create a many-to-many relationship and update the data mapping.
Use a business rule.
Update the attributes that the child case will inherit from the parent case.
Create a routing rule.
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