Microsoft MB-230 Practice Test - Questions Answers, Page 26
Question list
List of questions
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HOTSPOT
You are provisioning Omnichannel for Customer Service.
You need to configure the system.
What should you do? To answer, select the appropriate options in the answer area
NOTE: Each correct selection is worth one point.
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.
Enable Productivity tools.
Send the KB article in chat through the Omnichannel area.
Open the case record through the Productivity automation area.
Send the KB article through the Productivity automation area.
Open the case record through the session area.
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.
Contact
Record
Case
Activity
Equipment
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?
The chatbot capacity must be the same as the capacity of the agents
The chatbot capacity must be higher than the capacity of the agents.
The chatbot capacity must be less than the capacity of the agents.
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?
Copy the code snippet from the chat form and paste it in the web template of the portal home page.
Copy the code snippet from the workstream form and paste it in the Chat Widget Code in Content Snippets.
Copy the code snippet from the workstream form and paste it in the web template of the portal home page.
Copy the code snippet from the char form and paste it in the Chat Widget Code in Content Snippets
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?
Implement workflows on demand for the case entity
Apply automatic routing rules.
Apply parent-child case settings.
Pause the SLA when the case is on hold.
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?
Case age for data mapping and automation of topic by using Power Virtual Agents.
Last interaction for data mapping and automation of topic by using a bot.
Last interaction for data mapping and automation of topic by using Power Virtual Agents.
Case title for data mapping and automation of topic by using a bot.
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?
Yes
No
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