Microsoft MB-230 Practice Test - Questions Answers, Page 24

A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's

requirements are:

• Live chat must be available through Omnichannel for cases only.

• High-priority cases must automatically be sent to the next available agent.

• Lower-priority cases must wait to be picked up by an agent

• All work must be distributed evenly with no other conditions.

You need to select the setup that meets the requirements. Which setup should you select?

You are customizing an Omnichannel for Customer Service implementation.

You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents.

However, customer conversations are not escalating to human

agents.

You need to complete the configuration to resolve the issue.

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

NOTE: Each correct selection is worth one point.

DRAG DROP

A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.

The chatbot does not escalate calls to agents.

You need to troubleshoot the chatbot issue.

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.

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

DRAG DROP

A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics:

• Percentage of calls that are answered within 30 seconds in the previous four hours.

• Number of calls that are rejected by each representative in the previous four hours.

You need to change the configuration of reports to ensure that they default to the requirements.

Which reports should you configure? To answer, drag the appropriate reports to the correct metrics.

Each report may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

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

NOTE: Each correct selection is worth one point.

Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service.

You need to provide access to the reports.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

You are a Dynamics 365 Customer Service system administrator.

You are unable to add 20 hours of phone time to the Entitlement channel.

You need to determine the reason you are unable to add the hours.

What are three possible reasons? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

HOTSPOT

You work for a pharmaceutical company that distributes vaccines.

Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:

• Monitor vaccine temperatures during transportation.

• Create a customer service case if the temperature goes above negative 60 degrees Celsius.

You need to implement the solution.

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

NOTE: Each correct selection is worth one point.

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Sen/ice (loT) add-in to its environment.

The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.

You need to enable the device alerts.

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

NOTE: Each correct selection is worth one point.