Microsoft MB-230 Practice Test - Questions Answers, Page 31

You ate creating agent scripts that have macros for quick steps (or 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 an Omnichannel connector.

Does the solution meet the goal?

DRAG DROP

A company needs to publish knowledge base ankles.

You need to identify the process of publishing an article.

In which order should you recommend the actions be performed? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

DRAG DROP

You create an loT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.

You need to configure the application.

Which features should you use' To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split ha* between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

DRAG DROP

A company uses Customer Service.

The company enables intelligence capabilities for customer service agents.

You need to identify information about Al topic clustering.

What should you identify? To answer, move the appropriate views to the correct Al topic properties. Vou may use each view 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.

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Change the scheduler time resolution to one hour.

Does the solution meet the goal?

A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that includes custom tables.

You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?

HOTSPOT

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAQ implements Dynamics 365 Customer Service.

Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.

You need to recommend the appropriate question types.

Which question types should you recommend? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

DRAG DROP

A company uses Dynamics 365 Customer Service.

Customer service agents must be able to connect individual cases to a Microsoft Teams channel, to enhance productivity and collaboration.

You need to enable this capability for the customer service agents.

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

A company uses Dynamics 365 Customer Service. The company plans to enable in-app notifications to improve agent productivity. Agents must be notified 15 minutes prior to any scheduled customer calls. The agents can dismiss the notification if needed. You need to enable the notification. Which notification type should you use?