MB-230 exam

HOTSPOT You need to configure the queues. Which configurations should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Record Creation and Update rule Reduce the need for manually creating cases from incoming emails...

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. View AnswerAnswer:

Topic 2, Lamna HealthCare Case study 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 your time to...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. Members of the customer support staff must not be available on public holidays in the year 2021. You need to configure holiday schedules. Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each...

HOTSPOT You need to configure OmniChannel to route correctly. Which options should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Two You must create two types of Omnichannel queues: regular and escalated. Box...

You need to add the confirmation step for cases. What should you edit?A . Common Data ServiceB . Business process nowC . WorkflowD . Power AutomateE . EnvironmentView AnswerAnswer: B Explanation: A confirmation section must be added before the resolve section. Example: Add an on-demand action to a business process...

HOTSPOT You need to select which setting needs to be configured for each setup. Which settings should you select? 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/create-workstreams https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model

You are a Dynamics 365 for Customer Service administrator. You need to deactivate entitlements. When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . A customer’s entitlement has ended and no more support is desired.B . A customer renews...

You need to search for answers to customer claims. Which type of search should you perform?A . TimelineB . Quick FindC . RelatedD . DetailE . Case RelationshipsView AnswerAnswer: B Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control

DRAG DROP You are customizing a Dynamics 365 for Customer Service implementation. The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area. You need to create...