Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 351:

  DRAG DROP

  A contact center superviser requires operations metrics by channel and sentiment analysis.

  You need to install the Omnichannel insights dashboard for the company.

  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 chokes is correct. You will receive credit for any of the correct orders you select.

  Select and Place:

  

  Correct Answer:

  

• Question 352:

  DRAG DROP

  A company uses Dynamics 365 Customer Service.

  Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer

  issue is when someone calls in for support. The standardized response must use the same language each time.

  You need to configure the required features.

  What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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.

  Select and Place:

  

  Correct Answer:

  

• Question 353:

  DRAG DROP

  You manage a Dynamics 365 environment. No customizations have been made to fields.

  You need to determine the proper usage for status reasons for cases.

  Which status applies to each status reason? To answer, drag the appropriate statuses to the correct status reasons. Each status 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 354:

  DRAG DROP

  Your company uses Dynamics 365 Customer Service.

  The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:

  An area with a list of questions that rate the answers as poor, average, or great.

  A question that rates whether the customer would recommend your company to others.

  The company wants to exclude symbols from any of the question types.

  You need to configure the question types.

  Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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.

  Select and Place:

  

  Correct Answer:

  

• Question 355:

  DRAG DROP

  You need to set up question types to use for the survey.

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

  Select and Place:

  

  Correct Answer:

  

• Question 356:

  DRAG DROP

  You need to ensure that the company can support the customers with coffee maker issues remotely.

  Which features should you use? To answer, drag the appropriate features to the correct options. Each feature 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 357:

  DRAG DROP

  You are using Omnichannel for Customer Service.

  You need to configure Power Virtual Agents to route calls to a live representative when cases come into Dynamics 365 Customer Service.

  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.

  Select and Place:

  

  Correct Answer:

  

• Question 358:

  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 359:

  DRAG DROP

  A company uses Customer Service.

  The company plans to enable a customer service agent in Omnichannel.

  You need to identify the security roles that are required for the bot user.

  What should you identify? 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:

  

• Question 360:

  DRAG DROP

  You are creating a macro in Dynamics 365 Customer Service to create automations.

  You must use the following predefined macro connectors:

  Open a new form to create a record.

  Open the new application tab in the same session.

  Link a record to the conversation.

  You need to configure the types of steps that are required.

  Which types of connectors should you choose? To answer, drag the appropriate connector types to the correct steps. Each connector 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.

  Select and Place:

  

  Correct Answer: