Microsoft MB-230 Practice Test - Questions Answers, Page 26

You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.

You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:

* Open the client's record.

* Search the KB

* Send the KB article in the chat

You need to configure macros to automate the tasks.

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

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians

The company is implementing scheduling The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.

You need to identify the valid resources.

Which two options are valid resources? Each correct answer presents a complete solution

NOTE: Each correct selection is worth one point.

You are implementing Omnichannel for Customer Service for a company. The company has the following requirements:

* Initial conversations must be assigned to Power Virtual Agents chatbots.

* If a conversation needs to be escalated, it must be assigned to a human agent

* The chatbot and human agents must be in the same queue

You need to complete the implementation to meet the requirements.

What must the chatbot capacity as compared to the agents' capacity?

DRAG DROP

A company uses Dynamics 365 Customer Service and Microsoft Teams.

A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat

You need to configure the smart assist chatbot

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.

You are customizing a Dynamics 36S Customer Service implementation for a company.

The company's support center wants to open a chat channel in a Power Apps portal for their partners.

You need to add a chat widget in the portal.

What should you do?

You are a customer service manager. You define an enhanced service-level agreement (SLA).

You need to accurately record the time spent on cases by customer service representatives.

What should you do?

A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.

You need to ensure that the manager's requirements are met.

What should you configure?

HOTSPOT

You work for a healthcare company that does not use Azure Active Directory

You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.

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

NOTE: Each correct selection is worth one point.

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the Macio.

Solution: Configure the macro by using a productivity automation connector.

Does the solution meet the goal?