Category MB-230

NO.146 Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
– Users must have their own queues that no one else can access.
– Users must not be able to view each other’s queue.
– Users must be able to work from the support queue.
Solution:
– Set up each user queue to be private.
– Set up level1 and level2 queues to be public and add applicable members.
– Set up the support queue to be public.
Does the solution meet the goal?

NO.147 A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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.

NO.148 You install Microsoft Dynamics 365.
Which three knowledge base article templates are available? Each correct answer presents a complete solution.

NO.149 You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need toensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

NO.150 You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.151 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.

NO.152 You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

NO.153 Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

NO.154 You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
Verification
Acknowledgement and research
Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three 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.

NO.155 You are implementing Omnichannel for Customer Service for a call center.
The call center’s requirements for the implementation are as follows:
When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
The Customer Summary tab must be the primary tab during the conversation.
Agents must be able to close the New Case form tab.
Agents must not be able to close the Customer Summary tab.
You need to configure the tabs.
Which configuration should you use for each tab? 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.

NO.156 You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.157 You need to ensure that customers cannot open more cases than they are allowed.
Which four 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.

NO.158 Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?

NO.159 You plan to create surveys for a multinational company that manages hotels.
You must create a unique survey for each hotel location.
Which statement is true?

NO.160 A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians The company is implementing scheduling The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.
You need to identify the valid resources.
Which two options are valid resources? Each correct answer presents a complete solution NOTE: Each correct selection is worth one point.