Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 361:

  DRAG DROP

  You need to identify the productivity tools to use for the agents.

  Which tools should you use? To answer, move the appropriate tools to the correct requirements. You may use each tool 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 362:

  DRAG DROP

  You create an IoT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.

  You need to configure the application.

  Which features should you use? To answer, drag the appropriate features to the correct requirements. 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 363:

  DRAG DROP

  You work for a company that installs residential security systems. The company uses Dynamics 365 Customer Service. The company wants to monitor all its installed devices.

  The company plans to deploy Connected Customer Service. The deployment must include the following:

  Provide a place for messages to flow back and forth for IoT messages to the IoT hub.

  Automate a way to check for messages and open a case when an error is detected.

  Provide a place for the back end to securely connect virtually with the customers' alarms.

  You need to choose which feature to configure to ensure the Connected Customer Service works correctly.

  Which feature 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 364:

  DRAG DROP

  A company implements Dynamics 365 Customer Service.

  You must create an external-facing website that allows customers to perform the following tasks:

  View the status of open support incidents.

  Search knowledge base articles.

  Access support discussion forums.

  Update customer profile information.

  You need to create the portal.

  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 365:

  DRAG DROP

  A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.

  An administrator plans the deployment of additional portals to support customer service processes.

  Each country/region requires the following:

  A Microsoft Dataverse starter portal in an environment with Dataverse

  A blank portal in an environment with customer engagement apps

  A pre-built portal in an environment with customer engagement apps You need to determine the minimum number of environments required. How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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 366:

  DRAG DROP

  You need to select the steps to create a new macro that will automate opening a new case creation form.

  Which four actions should you recommend be performed 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 367:

  DRAG DROP

  You need to create a new agent script for the agents.

  Which five actions should you recommend be performed 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 368:

  DRAG DROP

  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.

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

• Question 369:

  DRAG DROP

  You need to configure the system to store answers about claims.

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

  Select and Place:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

• Question 370:

  DRAG DROP

  You need to create an entitlement template. In System Settings, you navigate to Service Management.

  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:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates