MB-230 exam

DRAG DROP You are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows: ✑ Verification ✑ Acknowledgement and research ✑ Resolution Customer service representatives must send an email to the customer when...

A company has the following business units: ✑ Call center ✑ Customer service ✑ Digital response ✑ Escalation The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed...

You need to set up the analytics functionality. What should you do?A . Select the System Management menus and configure them in the settings.B . Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.C . Connect the data through Dynamics 365 Customer Service Insights to...

You need to configure the system to meet the workspace requirements for case representatives. Which role should you assign to case representatives?A . OwnerB . MakerC . ViewerD . Customer Service Schedule AdministratorE . CSR ManagerView AnswerAnswer: C

You need to ensure that claim disputes conform to the defined case life cycle. What should you configure?A . Related casesB . Case RelationshipsC . TimelineD . Status Reason TransitionE . SubjectView AnswerAnswer: D

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. View AnswerAnswer: Explanation:...

You are using Dynamics 365 for Customer Service. You need to automate the process of adding cases to a queue. What should you do?A . Use routing rulesB . Use the convert activities functionality with casesC . Use the add to queue button on a caseD . Use the Assign...

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...

HOTSPOT You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management. You need to manage business process flows. What should you configure? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View...

You need to implement service-level agreements. Which type of agreements should you implement?A . On-demandB . StandardC . EnhancedD . ContactView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements