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Microsoft MB-230 Practice Test - Questions Answers, Page 18

List of questions

Question 171

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HOTSPOT

You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.

You need to determine which survey question feature is needed to complete the design of the survey.

Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 171 100729 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 171 100729 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/designadvancedsurvey

asked 05/10/2024
Carlos Periterra
40 questions

Question 172

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DRAG DROP

A Dynamics 365 Customer Service organization uses routing rules to escalate cases.

Security roles have not been modified or created.

You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.

Which five 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.


Microsoft MB-230 image Question 172 100730 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 172 100730 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

asked 05/10/2024
Demilson Mantegazine
37 questions

Question 173

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You are a Dynamics 365 Customer Service administrator.

You must track issues submitted by customers.

You need to configure case settings for the Service Management module.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 173 100731 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 173 100731 10052024125735000
asked 05/10/2024
Frantisek Kohanyi Kohanyi
37 questions

Question 174

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You are a Dynamics 365 Customer Service administrator.

Users inform you about situations in which child cases are not working correctly.

You need to configure the system to correct the issues.

What should you do in each situation? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 174 100732 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 174 100732 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

asked 05/10/2024
Dewi Fitriyani
52 questions

Question 175

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HOTSPOT

You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.

You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 175 100733 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 175 100733 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

asked 05/10/2024
Cheah Eng Soon
34 questions

Question 176

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HOTSPOT

A GOV company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.

The company wants the following requirements implemented without the need to license additional software:

The system must automatically ask questions before the chat begins.

Credit card information that a customer enters in a chat must not be visible to the agent.

You need to configure the options to meet the requirements.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 176 100734 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 176 100734 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey

https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings

asked 05/10/2024
Amardeep Kumar
32 questions

Question 177

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DRAG DROP

You are customizing a Dynamics 365 Customer Service implementation for a call center.

The call center wants to enable SMS as a channel for the customer service department.

You need to complete the SMS channel configuration.

Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.


Microsoft MB-230 image Question 177 100735 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 177 100735 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

asked 05/10/2024
Mekmek Kh
37 questions

Question 178

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DRAG DROP

You are an Omnichannel supervisor for a company.

The company wants to deploy an Omnichannel Insights dashboard.

You need to set up and monitor KPIs.

In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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.


Microsoft MB-230 image Question 178 100736 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 178 100736 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard

asked 05/10/2024
Velli Mutham
28 questions

Question 179

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HOTSPOT

You must set up the following:

A work stream must be configured to use Twitter.

The cases must automatically go to the next available sales representative.

Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.

You need to choose the correct setting.

Which setting should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 179 100737 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 179 100737 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream

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

asked 05/10/2024
Ranjan Gupta
33 questions

Question 180

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HOTSPOT

You are implementing Omnichannel for Customer Service for a hospital.

Each customer service agent has a chat capacity of 200.

The implementation requirements are as follows:

Each agent can take no more than two chats at a time.

A new conversation must auto assign to an available agent.

You need to select the conversation options to meet the requirements.

Which options should you configure?


Microsoft MB-230 image Question 180 100738 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 180 100738 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

asked 05/10/2024
Kellen Winters
40 questions
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