Microsoft MB-230 Practice Test - Questions Answers, Page 19

DRAG DROP

You need to build a personal dashboard that displays the following charts and views:

Charts:

Number of cases by owner and priority

Products with most cases opened

Views:

Display the number of cases opened in a seven-day period

Display the number of escalated cases

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

HOTSPOT

You are a Dynamics 365 administrator.

You need to determine which type of dashboard needs to be created for different scenarios.

Which dashboard type should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

HOTSPOT

A GOV company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.

The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.

You need to perform the configuration.

Which configuration should you use? To answer, select the appropriate configurations in the answer area.

NOTE: Each correct selection is worth one point.

HOTSPOT

You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.

You need to create a personal chart that meets the following requirements:

Show the number of open cases assigned to you for each customer.

Ensure that specific team members can view the chart and view any changes as you update the chart.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

DRAG DROP

A GOV company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.

Users must be able to navigate to the charts from anywhere within the Customer Service workspace.

You need to add the Power BI information to the Customer Service workspace app.

Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

HOTSPOT

A client wants to use the knowledge base in Dynamics 365 Customer Service.

You need to identify the state of a knowledge base article when an event occurs.

What are the states of the articles? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

HOTSPOT

A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.

Support representatives must be able to:

Specify the model of the bicycle.

Capture comments from customer support issues if the bicycle is the high-performance model.

You need to create the business process flow.

What should you configure for each requirement? To answer, select the appropriate options in the answer area.

DRAG DROP

A GOV company deploys Dynamics 365 Customer Service.

A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.

You need to create the classification ruleset.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

HOTSPOT

A GOV company uses Dynamics 365 Customer Voice.

The company requires the following for a survey:

The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.

If a survey satisfaction score is negative, an activity must be created for the salesperson.

You need to configure the survey.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.