Microsoft MB-230 Practice Test - Questions Answers, Page 28
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You are customizing an Omnichannel for Customer Service implementation.
A call center wants to enable a chat channel for unauthenticated chats with the following requirements:
* Chat must auto detect a customer for agents.
* A chat widget must be embedded in a specific domain.
You need to customize the solution that meets the requirements.
Which two options you should select? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
widget location
proactive chat
visitor location
pre-chat survey
HOTSPOT
You are customizing an Omnichannel for Customer Service implementation.
Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal's privacy policy before they can take the survey.
A call center manager wants to auto pick account or contact information for customer service agents based on the survey.
You need to configure the pre-chat survey question field to meet the requirements.
Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
A customer has a Customer Service environment.
The customer plans to use service scheduling.
You need to install the service scheduling.
What should you use to install the service scheduling?
Business Management settings
AppSource
Power Platform admin center
Process Center
A company uses Dynamics 365 Customer Service.
Agents provide incorrect responses when replying to customer issues.
You need to configure quick replies.
What should you do?
Select a tag for each quick reply.
Create a new quick reply with the category name as the title.
Add a slug.
Add a quick reply to a workstream.
DRAG DROP
A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.
An administrator plans the deployment of additional portals to support customer service processes.
Each country/region requires the following:
* A Microsoft Dataverse starter portal in an environment with Dataverse
* A blank portal in an environment with customer engagement apps
* A pre-build portal in an environment with customer engagement apps
Vou need to determine the minimum number of environments required.
How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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.
DRAG DROP
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question type 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 uses Dynamics 365 Customer Service.
Managers state that support representatives can view contact social security numbers when the representatives open contact records.
Support representatives must only be able to verify that the social security number is saved. They must not be able to view the number.
You need to configure the application to resolve the issue.
What should you do?
Create a Power Automate flow.
Set up a business rule to hide the column if it contains data.
Set up field-level security.
Remove the column from the form.
DRAG DROP
A company uses Customer Service.
The company plans to enable a customer service agent in Omnichannel.
You need to identify the security roles that are required for the bot user.
What should you identify? 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 uses Dynamics 365 Customer Service.
Customer Service workspaces must have custom navigation that meets the following requirements:
* An application must be opened as an anchor tab in the application tab panel.
* Three additional application tabs must be opened when a session begins.
* The default mode of the communication panel must be set to Docked.
You need to determine which tool and feature to use to meet all requirements.
Which two tools/features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
session templates in Customer Service admin center
application tab templates in Customer Service admin center
session templates in App Profile Manager
application tab templates in App Profile Manager
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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.
A company has a Customer Service environment and implements historical analytics reports.
Users report that they are not able to access the historical analytics reports.
You need to ensure users can access the reports.
Solution: Modify the historical analytics report to display to the users.
Does the solution meet the goal?
Yes
No
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