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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?
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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?
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.
HOTSPOT A GOV company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point.
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HOTSPOT You work for a pharmaceutical company that distributes vaccines. Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements: • Monitor vaccine temperatures during transportation. • Create a customer service case if the temperature goes above negative 60 degrees Celsius. You need to implement the solution. Which technologies should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 207 - MB-230 discussion

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HOTSPOT

A GOV company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.

You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.

Create a website for external customers to open support tickets and see the status of open issues.

Ensure that customers are set up to use this website.

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

NOTE: Each correct selection is worth one point.


Question 207
Correct answer: Question 207

Explanation:

Box 1: Create a portal by using the Customer self-service template

Create a website for external customers to open support tickets and see the status of open issues.

The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.

Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.

Box 2: Ensure that all customers have an account record.

Ensure that customers are set up to use this website.

Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the

Account is specificed on my contact record in Dynamics 365 CE).

Reference:

https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates

https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portaloverview

https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portalscreating-a-case-on-behalf-of-another-account/

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asked 05/10/2024
David Looby
37 questions
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