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Microsoft MB-230 Practice Test - Questions Answers, Page 14

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Question 131

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You are customizing an Omnichannel for Customer Service implementation for a call center.

The call center manager wants to create a new quick response for agents to save time typing a greeting message.

You need to create a quick response that includes a customer's full name.

How should you create the quick response?

Hi {CusComeI{FuIIname}}, How may I help

Hi {CusComeI{FuIIname}}, How may I help

Hi Customer {Full name) , How may I help

Hi Customer {Full name) , How may I help

Hi Full Name {Customer} , How may I help

Hi Full Name {Customer} , How may I help

Hi {Full Name {Customer} } , How may I help

Hi {Full Name {Customer} } , How may I help
Suggested answer: D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-quick-replies

asked 05/10/2024
Antonio Pombo
36 questions

Question 132

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You are customizing an Omnichannel for Customer Service implementation.

You need to configure the escalation process to a human agent.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

In the Power Virtual Agent topic, add the Transfer to agent node.

In the Power Virtual Agent topic, add the Transfer to agent node.

Add a context variable in Power Virtual Agents to escalate the conversation.

Add a context variable in Power Virtual Agents to escalate the conversation.

Select a context variable in Omnichannel and update the information from Power Virtual Agents.

Select a context variable in Omnichannel and update the information from Power Virtual Agents.

Add a bot user to the Omnichannel queue.

Add a bot user to the Omnichannel queue.

Set the operating hours to escalate a conversation.

Set the operating hours to escalate a conversation.
Suggested answer: A, B, D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

asked 05/10/2024
Volkan Ozsoy
34 questions

Question 133

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You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

You need to determine why the node is inactive.

What should you use?

Maker portal

Maker portal

Supervisor dashboard

Supervisor dashboard

Test bot pane

Test bot pane

Topic checker

Topic checker
Suggested answer: D

Explanation:

Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/authoring-topic-management

asked 05/10/2024
Ahmad Zaher Al Ojaili
36 questions

Question 134

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You are integrating Power Virtual Agents with Omnichannel for Customer Service.

You create context variables.

You need to complete the handoff process to a human agent.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

In Power Virtual Agents, enter the Power Virtual Agents Application ID.

In Power Virtual Agents, enter the Power Virtual Agents Application ID.

In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

In the Omnichannel Administration app. add a user as a virtual agent.

In the Omnichannel Administration app. add a user as a virtual agent.

In Power Virtual Agents, disable the Teams channel.

In Power Virtual Agents, disable the Teams channel.

In Power Virtual Agents, select Transfer to agent.

In Power Virtual Agents, select Transfer to agent.
Suggested answer: A, B, E

Explanation:

Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel

asked 05/10/2024
christopher patrick
32 questions

Question 135

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You create a canvas app to show trending results from a Power Virtual Agents chatbot.

The results must be viewable on the Dynamics 365 Customer Service workspace home page.

You need to add the survey results canvas app to the Customer Service workspace.

What should you do?

Add an iFRAME component to the main home page form and reference the canvas app name

Add an iFRAME component to the main home page form and reference the canvas app name

Share the canvas app

Share the canvas app

Add the canvas app to the sitemap

Add the canvas app to the sitemap

Create a solution in the environment and add the canvas app to the solution

Create a solution in the environment and add the canvas app to the solution

Add the canvas app component to the main home page form and reference the canvas app name

Add the canvas app component to the main home page form and reference the canvas app name
Suggested answer: A

Explanation:

https://nishantrana.me/2020/11/12/embedding-canvas-app-in-an-iframe-inside-dynamics-365/

asked 05/10/2024
Juan Garrido Soler
32 questions

Question 136

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A P-L-U-S company enables custom context variables on a chat widget.

Users report that the context variables are not being populated on new chats.

You need to troubleshoot the issue by querying the event listeners.

Which listener is required to be running?

setContextProvider

setContextProvider

startProactiveChat

startProactiveChat

startChat

startChat

getContextProvider

getContextProvider

initializeNewConversation

initializeNewConversation
Suggested answer: D
asked 05/10/2024
Vladimir Kosintsov
37 questions

Question 137

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A GOV company uses Omnichannel for Customer Service.

The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.

You need to set up the prerequisites for the Power Virtual Agents.

Which three technologies should you set up? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Work stream

Work stream

Queues

Queues

Azure Application ID

Azure Application ID

Chat widget

Chat widget

Chatbot

Chatbot
Suggested answer: B, C, E

Explanation:

CE: Prerequisites

Before you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:

* Azure Application ID - You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.

* Bot - You must have a pre-configured bot that can integrate with Omnichannel for Customer Service.

* Product licenses - You need a product license for Power Virtual Agents * Role - You must have the Omnichannel administrator role.

B: In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

asked 05/10/2024
Trey Contello
42 questions

Question 138

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A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.

You need to configure the custom table Leased Truck for IoT integration.

Which two methods achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Set the relationship in the Power Platform admin center.

Set the relationship in the Power Platform admin center.

Create a one-to-many relationship from the Leased Truck table to the loT Alert table.

Create a one-to-many relationship from the Leased Truck table to the loT Alert table.

Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.

Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.

Enable connections to the Leased Truck table.

Enable connections to the Leased Truck table.
Suggested answer: C, D

Explanation:

IOT enabling an entity type

Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of "IoT enabling" a Dynamics 365 entity; you can:

* (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.

* (C) Call the IoT – Register Custom Entity action to associate an entity with an existing or new IoT Device.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connectedcustomer-service-solutions

asked 05/10/2024
miguel sartori
34 questions

Question 139

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A GOV company administrator is setting up Dynamics 365 Omnichannel for Customer Service.

The administrator is unable to complete the setup due to insufficient permissions.

You need to ensure that the administrator can complete the setup.

Which three security settings should you assign to the administrator? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Dynamics 365 System Administrator

Dynamics 365 System Administrator

Power Platform Admin role

Power Platform Admin role

Read access to the Client Access License

Read access to the Client Access License

Dynamics 365 Global Administrator

Dynamics 365 Global Administrator

-write access to the Client Access License

-write access to the Client Access License
Suggested answer: A, C, D
asked 05/10/2024
Godavari, Rakesh
43 questions

Question 140

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You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case.

You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.

What should you do?

Create a many-to-many relationship and update the data mapping.

Create a many-to-many relationship and update the data mapping.

Use a business rule.

Use a business rule.

Update the attributes that the child case will inherit from the parent case.

Update the attributes that the child case will inherit from the parent case.

Create a routing rule.

Create a routing rule.
Suggested answer: C
asked 05/10/2024
bijay ghimire
37 questions
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