Microsoft MB-230 Practice Test - Questions Answers, Page 32

You are configuring Copilot in Dynamics 365 Customer Service.

You attempt to enable the Ask a Question feature, but it is unavailable due to missing knowledge sources. You need to add the missing knowledge sources to enable Ask a Question.

Which three knowledge sources should you use? Each correct answer presents a complete solution. Choose three.

NOTE: Each correct selection is worth one point.

You are creating a translation for an existing Knowledge article in Dynamics 365 Customer Service. You need to configure the elements that support translation.

Which two elements should you configure? Each correct answer presents part of the solution. Choose two. NOTE: Each correct selection is worth one point.

You are implementing Dynamics 365 Customer Service for an organization and are configuring the case summary Copilot.

A user tests the Case summary feature of Copilot. The user observes that the case summary card states, 'There's not enough information to summarize.' You need to recommend an action so an administrator can configure the case summary correctly. Which action should you recommend?

You are configuring Microsoft Teams chat integration for a custom model-driven application. Users report that they are unable to use the chat feature in the app. You determine that the capability has not yet been enabled. You need to enable the functionality. Which area should you access to enable it?

DRAG DROP

You manage a Dynamics 365 environment. No customization have been made to fields.

You need to determine the proper usage for status reasons for cases.

Which status applies to each status reason? To answer, drag the appropriate statuses to the correct status reasons. Each status 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

A company implements Dynamics 365 Customer Service.

You must create an external-facing website that allows customers to perform the following tasks:

* View the status of open support incidents.

* Search knowledge base articles.

* Access support discussion forums.

* Update customer profile information.

You need to create the portal.

Which four 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.

You ate a customer service representative for a company that uses Dynamics 365 Customer Service.

When customer service representatives find records that meet specific criteria, they must be able to do the following:

* Open the records in a new tab.

* Open a single record in a new session.

* Open a single record in an existing session on a new tab.

You need to meet the requirements.

Which two actions should you perform? Each correct answer part of a complete solution. NOTE: Each correct selection is worth one point.

A company has a Customer Service deployment.

The company plans to enable Al suggestions for article keywords and descriptions on a custom form. You add the Keywords and Description Suggestion control to the form. You need to add a control to the form. Which control should you use?

DRAG DROP

An agent resolves a case for a customer by using Dynamics 365 Customer Service.

The customer must receive a corporate feedback survey to describe how the experience was. All agents will have access to the survey.

You need to send the survey.

Which four 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.