Microsoft MB-230 Practice Test - Questions Answers, Page 30

A customer has a Customer Service environment. The customer is using service scheduling to manage appointments. You need to add new facilities for service scheduling. Which security role is required to add new facilities?

You are setting up knowledge management in Dynamics 365 Customer Service.

Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

A company is implementing Dynamics 365 Customer Service workspaces.

As a customer service representative, you must be able to view and work on more than one work item at a time. You need to navigate between the work items that are active in the workspace. Which two methods can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

DRAG DROP

A company has a Customer Service deployment.

The company plans to provide instructions for customer service agents.

You need to apply the security roles for agents to configure and access agent scripts.

Which security roles should you use? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

HOTSPOT

A company uses Omnichannel for Customer Service.

The company experiences increased incoming live chats from the company website regarding several product recalls. To handle these calls, the company designates agents who have specialized training to manage the conversations.

The conversations must meet the following requirements:

* Calls must be routed to the designated agents.

* Agents must follow legally approved standardized answers to customer questions.

* Agents must be able to reference several knowledge base articles associated with the recalls quickly.

* Greeting and sign off messages must be standardized.

You need to configure the system.

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

NOTE: Each correct selection is worth one point.

You are implementing Omnichannel for Customer Service.

The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the supervisor dashboard with the new KPI. Which tool should you use?

DRAG DROP

A company has a Customer Service environment

The company plans to implement Customer Service Analytics dashboards.

You need to configure the dashboards in Power Bl.

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

A company implements Dynamics 365 Customer Voice.

When the company deploys an application at the end of a project users are unable to distribute surveys.

You need to assign users to the appropriate role so they can distribute the survey You must adhere to the principle of least privilege. To which role should you assign the users?

HOTSPOT

A company uses Customer Service to manage support cases and agent performance.

The company plans to implement historical analytics.

You need to implement historical analytics by using out-of-the-box solutions when possible.

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

NOTE: Each correct selection is worth one point.