Microsoft Microsoft Certifications MB-230 Questions & Answers

• Question 41:

  HOTSPOT

  You need to configure each escalation scenario.

  Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

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  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

• Question 42:

  HOTSPOT

  You need to configure the options for the schedule.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

• Question 43:

  HOTSPOT

  You need to select the feature for each parameter.

  Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours

• Question 44:

  HOTSPOT

  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.

  Hot Area:

  

  Correct Answer:

  

• Question 45:

  HOTSPOT

  You need to configure the correct settings.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 46:

  HOTSPOT

  You are creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service.

  The bot must support voice and chat capabilities. The bot must also meet the following requirements:

  When a user starts the conversation, the bot should ask if they need help with installation or support.

  The user must be able to talk to a live person when requested.

  You need to configure the bot.

  What should you do? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 47:

  HOTSPOT

  You are customizing an Omnichannel for Customer Service implementation.

  Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal's privacy policy before they can take the survey.

  A call center manager wants to auto pick account or contact information for customer service agents based on the survey.

  You need to configure the pre-chat survey question field to meet the requirements.

  Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 48:

  HOTSPOT

  You need to configure the survey.

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

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 49:

  HOTSPOT

  You are a Dynamics 365 Customer Service administrator.

  You need to categorize activities and cases by using queues.

  How should you categorize each record? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 50:

  HOTSPOT

  You are a consultant setting up a contact center in Dynamics 365 Customer Service.

  The following requirements must be configured in the system:

  Assign cases that are created from emails that have the subject “escalate” to a manager.

  If a call comes in that requires a site visit, a work order needs to be created.

  Managers need to get an email every time a case is closed.

  You need to select the appropriate tools to meet the requirements.

  Which technologies should you use? To answer, select the appropriate options from the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer: