MB-230 V0

DRAG DROP You need to choose which tools need to be created and configured to meet the following requirements. Which tools should you configure? 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...

HOTSPOT You need to decide which action is applicable in the SLA . What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

You need to configure the SMS workstream. What should you use?A . the existing fallback queueB . the work distribution mode set to pushC . a new fallback queueD . the work distribution mode set to pullView AnswerAnswer: C

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?A . Omnichannel supervisor and customer service managerB . Omnichannel supervisor and customer service representativeC . Omnichannel agent and customer service representativeD . Omnichannel agent and Omnichannel supervisorView...

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...

Topic 4, Lamna Healthcare Company (NEW) Case study Overview This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage...

A customer has three cases in process and two cases for the current calendar year. You need to determine how many cases the customer has left on their entitlement. How many cases are left?A . 20B . 22C . 23D . 25View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer

HOTSPOT You are implementing Dynamics 365 for Customer Service. You need to set up available working hours to help desk representatives who have varying schedules. What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

HOTSPOT You are a customer service representative working with cases in Dynamics 365 for Customer Service. You need to manage multiple lists of cases. Which actions should you perform? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

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...