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Microsoft MB-230 Practice Test - Questions Answers, Page 22

List of questions

Question 211

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HOTSPOT

You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:

• A list of customers who have the most cases open.

• A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.

• A list of top call takers for the week.

• A list of the cases that took the most amount of time to resolve.

The custom dashboard must be available for all users to use.

You need to configure the system.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 211 100769 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 211 100769 10052024125735000
asked 05/10/2024
Xiaoyi Wu
38 questions

Question 212

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HOTSPOT

You are an Omnichannel supervisor for a company.

The manager wants to improve response times and customer satisfaction.

You need to configure Omnichannel queues using standard functionality.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 212 100770 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 212 100770 10052024125735000
asked 05/10/2024
brandon landaal
40 questions

Question 213

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DRAG DROP

You are setting up channels for Omnichannel for Customer Service.

You want to set up a channel for a WhatsApp app.

You need to configure the channel.

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.


Microsoft MB-230 image Question 213 100771 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 213 100771 10052024125735000

Explanation:

Get Twilio account details.

Register your messaging channel.

Modify settings for a specific WhatsaApp phone number.

Create a WhatsApp channel.


asked 05/10/2024
Ron Yan Paglinawan
36 questions

Question 214

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A GOV company has satellite offices that service local areas.

Each office must have full control over its own resources.

You need to configure the organizational units to reflect the satellite office structure.

Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.


Microsoft MB-230 image Question 214 100772 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 214 100772 10052024125735000
asked 05/10/2024
Joseph McCray
32 questions

Question 215

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A GOV company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

You need to configure the system to optimize work scheduling.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 215 100773 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 215 100773 10052024125735000
asked 05/10/2024
Emily Luijten
46 questions

Question 216

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HOTSPOT

You are a Dynamics 365 for Customer Service administrator.

You need to manage business process flows.

What should you configure? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 216 100774 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 216 100774 10052024125735000
asked 05/10/2024
Peter Keijer
36 questions

Question 217

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HOTSPOT

You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.

You approve some articles and revert some articles to draft status.

For each action, what should you do next? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 217 100775 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 217 100775 10052024125735000
asked 05/10/2024
Sai Janani Ravishankar
35 questions

Question 218

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DRAG DROP

You are configuring Dynamics 365 Customer Service.

Child cases must inherit the customer name and contact from the parent case when opened.

You need to configure the case inheritance.

Which three 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.


Microsoft MB-230 image Question 218 100776 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 218 100776 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

asked 05/10/2024
Sae Frrr
29 questions

Question 219

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HOTSPOT

A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.

A case is opened for each customer call. Technicians are sent to customers' homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians' in- person appointments.

The requirements for scheduling appointments are as follows:

Schedule an appointment with the technician who is located closest to a customer.

Schedule an appointment based on whether the issue is hardware or software.

The dispatcher who schedules appointments must not be able to configure the system.

You need to configure the system to meet the requirements.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 219 100777 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 219 100777 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/manage-security-roles

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh

asked 05/10/2024
Jose ESPINOZA
41 questions

Question 220

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HOTSPOT

A GOV company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.

Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.

You need to configure the system to optimize work scheduling.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 220 100778 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 220 100778 10052024125735000

Explanation:

Reference:

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

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh

asked 05/10/2024
Kingsley Tibs
43 questions
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