Microsoft MB-230 Practice Test - Questions Answers, Page 27

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 macro.

Solution: Configure the macro by using a session connector.

Does the solution meet the goal?

You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?

You use Dynamics 365 Customer Service to manage cases.

You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.

Which two types of SLA details should you use? Each correct answer presents pan of the solution

NOTE: Each correct selection is worth one point.

HOTSPOT

You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:

* Ensure each helpdesk representative has the same user experience when togging into the application.

* Customer records must automatically open when a helpdesk representative opens a case.

You need to configure the help desk settings.

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

NOTE: Each correct selection is worth one point.

DRAG DROP

A customer has a Customer Service deployment.

The customer needs to implement macros.

You need to identify the security roles that are required to configure and use macros.

Which security roles are required? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content

NOTE: Each correct selection is worth one point.

A company manufactures installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.

Installation technicians call support technicians when they encounter issues during system installations.

You must create step-by-step documentation for the support technicians.

Which two fields must you include? Each correct answer presents part of the solution.

NOTE: Each coned selection is worth one point.

DRAG DROP

A company uses Dynamics 365 Customer Service.

Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.

You need to configure the required features.

What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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.

A company implements Customer Service

You enable Customer Service historical analytics.

You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.

Which feature should you identify?

DRAG DROP

A contact center superviser requires operations metrics by channel and sentiment analysis.

You need to install the Omnichannel insights dashboard for the company.

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 chokes is correct. You will receive credit for any of the correct orders you select.