Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 341:

  DRAG DROP

  A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics:

  1.

  Percentage of calls that are answered within 30 seconds in the previous four hours.

  2.

  Number of calls that are rejected by each representative in the previous four hours.

  You need to change the configuration of reports to ensure that they default to the requirements.

  Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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.

  Select and Place:

  

  Correct Answer:

  

• Question 342:

  DRAG DROP

  A company is using Omnichannel for Customer Service.

  You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently

  disconnected.

  You need to configure the chat.

  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.

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

  Select and Place:

  

  Correct Answer:

  

• Question 343:

  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.

  Select and Place:

  

  Correct Answer:

  

• Question 344:

  DRAG DROP

  A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.

  The chatbot does not escalate calls to agents.

  You need to troubleshoot the chatbot issue.

  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.

  Select and Place:

  

  Correct Answer:

  

• Question 345:

  DRAG DROP

  You are setting up channels for Omnichannel for Customer Service.

  You want to set up a channel for a WhatsApp app.

  You need to configure the channel.

  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.

  Select and Place:

  

  Correct Answer:

  

• Question 346:

  DRAG DROP

  You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.

  You need to set the resource to enable the engineer to work remotely.

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

  Select and Place:

  

  Correct Answer:

  

• Question 347:

  DRAG DROP

  A company uses Dynamics 365 Customer Service.

  A user is configuring loT devices to record specific types of information, such as temperature, humidity, and air flow. Several types of devices require configuration for pre- set commands and ease of administration.

  You need to configure the devices to generate the correct recordings.

  NOTE: Each correct selection is worth one point.

  Select and Place:

  

  Correct Answer:

  

• Question 348:

  DRAG DROP A company uses Dynamics 365 Customer Service and Microsoft Teams. A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through

  Teams chat You need to configure the smart assist chatbot 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.

  Select and Place:

  

  Correct Answer:

  

• Question 349:

  DRAG DROP

  You are a functional consultant for a Dynamics 365 Customer Service organization.

  You must add the knowledge base search control to the Case entity main form and the Phone call main form.

  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.

  Select and Place:

  

  Correct Answer:

  

• Question 350:

  DRAG DROP

  A customer has a Customer Service deployment.

  The customer needs to implement macros.

  You need to identify the security roles that are required to configure and use macros.

  Which security roles are required? 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.

  Select and Place:

  

  Correct Answer: