Microsoft MB-230 Practice Test - Questions Answers, Page 25

DRAG DROP

You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.

You need to set the resource to enable the engineer to work remotely.

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

You implement Dynamics 365 Customer Service for a call center.

The call center supervisor has the following requirements for the Customer Service workspace functionality:

• Automate agents' repetitive tasks.

• Enable agents to share knowledge articles with customers.

You need to ensure that the implementation meets the requirements.

Solution: Create a macro with an Omnichannel connector.

Does the solution meet the goal?

HOTSPOT

A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.

A browser-based internal application Drawees, a history of a customer's payments and credit scores, Vou create an application tab template for the internal application.

if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.

Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.

Once an eligibility check is performed the agent must be able To- chat with the customer again.

You need to create a session template for the company.

How should you configure each area at the template? To answer., select the appropriate options in the answer are a. NOTE: Each correct selection is worth one point.

HOTSPOT

A company is implementing Dynamics 36S Customer Service and Rower Virtual Agents for its support desk. Supervisors have the following information requirements:

* Topic analytics for ail cases completed over the last year.

* Analytics for chalbot options chosen from past interactions which customers.

You need to configure the system to meet the requirements.

What should you enable in the configuration? To answer. select the appropriate options in the answer area

NOTE Each connect selection is worth one point.

DRAG DROP

You are a functional consultant for a Dynamics 365 Customer Service organization.

You must add the knowledge base search control to the Case entity main form and the Phone call main form.

HOTSPOT

A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.

The solution must meet the following requirements:

* Track and report changes in readings that come from the units.

* Send alerts when readings are outside of set tolerances

* Provide historical tracking of readings for trend analysis.

* Send firmware updates as needed.

You need to configure the required component

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

NOTE: Each correct selection is worth one point.

A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle

A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable

You need to make the Account columns available to the Bicycles table.

What should you configure?

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service with loT devices.

A user with permissions set to use the Customer Service app attempts to connect an loT device. The user receives an error that states they are not authorized to add this device.

You need ensure that the user can add the device. You must use the principle of least privileged access.

Which two roles should you assign to the user? Each correct answer presents part of the solution

NOTE: Each correct selection is worth one point.