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Microsoft MB-230 Practice Test - Questions Answers, Page 23

List of questions

Question 221

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HOTSPOT

A GOV company A GOV company is implementing Omnichannel for Customer Service.

The company plans to release a new product in the following markets: Germany, Spain, and France.

Before the product launches, one agent from each country/region will receive training on the new product. The agents are included as part of a new team for the product. Each agent is part of a team specific to the country/region that they serve.

Inquiries about the new product must be routed as follows:

1. Route inquiries to an agent who knows the new product and is fluent in the language of the caller.

2. Route inquiries to an agent who knows the new product but speaks only a bit of the language of the caller.

3. Route inquiries to an agent who speaks all caller languages but does not know the new product.

You need to configure the system.

Which feature 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 221 100779 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 221 100779 10052024125735000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/setup-skills-assign-agents

asked 05/10/2024
Ryan Shannon
37 questions

Question 222

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HOTSPOT

You are an Omnichannel supervisor for an inbound call center.

The call center's customer service rating has decreased over the past few months.

You need to enable analysis to view real-time customer sentiment.

In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 222 100780 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 222 100780 10052024125735000
asked 05/10/2024
Slawomir Marcjanski
28 questions

Question 223

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DRAG DROP

You are implementing a new channel within Omnichannel.

You need to enable an SMS channel.

On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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 223 100781 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 223 100781 10052024125735000
asked 05/10/2024
MARCOS ALAMOS
33 questions

Question 224

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HOTSPOT

You are implementing Omnichannel for Customer Service for a company.

The company has the following requirements:

The Knowledgebase article search tab must open when a new chat conversation begins.

The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.

Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.


Microsoft MB-230 image Question 224 100782 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 224 100782 10052024125735000

Explanation:

Box 1: Docked

Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:

Docked: The panel will be in expanded mode.

Minimized: The panel will be in minimized mode.

Hidden: The panel will be hidden.

Box 2: Entity Search

Manage application tab templates, Search, The following parameters are available for the entity search page type.

searchType - Define to use Relevance search or Categorized search.

searchText - Define the string you want to search.

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates

asked 05/10/2024
SERGIO FREITAS
38 questions

Question 225

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DRAG DROP

You are setting up Omnichannel for Customer Service.

You need to automate the following tasks to make it easier and quicker for representatives to assist customers:

Establish a one-step process to send a predefined email to customers once a representative is done helping them.

Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.

Have chatbots available to help make recommendations in typed conversations.

Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.


Microsoft MB-230 image Question 225 100783 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 225 100783 10052024125735000
asked 05/10/2024
Tebello Mofokeng
29 questions

Question 226

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HOTSPOT

You need to set the schedule to meet requirements for appointments.

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

NOTE: Each correct selection is worth one point.


Microsoft MB-230 image Question 226 100784 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 226 100784 10052024125735000

Explanation:


asked 05/10/2024
Robert Miletich
46 questions

Question 227

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A company uses Dynamics 365 Customer Sen/ice.

Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.

Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.

You create a model-driven app to display the information.

You need to configure the model-driven app main form.

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

NOTE: Each correct selection is worth one point.

Set the Regarding column to the Account table.

Set the Regarding column to the Account table.

Use a Timeline control.

Use a Timeline control.

Set the Regarding column to the Contact table.

Set the Regarding column to the Contact table.

Use a Quick view control.

Use a Quick view control.

Use a card form.

Use a card form.

Suggested answer: B, E
asked 05/10/2024
Enayat Meer
34 questions

Question 228

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You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.

The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out.

You need to configure the form.

What should you configure?

Business process flow

Business process flow

Business rule

Business rule

Power Bi dashboard

Power Bi dashboard

Power Automate flow

Power Automate flow

Suggested answer: B
asked 05/10/2024
FRANK THYS
38 questions

Question 229

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A company uses Dynamics 365 Customer Sen/ice.

A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.

You need to assign a role to the supervisor by using the principle of least privilege.

Which security role should you grant to the supervisor?

Environment Maker

Environment Maker

System Customizer

System Customizer

System Administrator

System Administrator

Environment Admin

Environment Admin

Suggested answer: A
asked 05/10/2024
Angelo Gulisano
36 questions

Question 230

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DRAG DROP

You are an Omnichannel administrator for a company. The company is implementing a chat channel.

You need to route all chats relating to work orders to the field service queue.

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

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Microsoft MB-230 image Question 230 100788 10052024125735000
Correct answer: Microsoft MB-230 image answer Question 230 100788 10052024125735000

Explanation:

Microsoft MB-230 image Question 186 explanation 100788 10052024005735000000

asked 05/10/2024
Serhan Azdiken
37 questions
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