MB-230 exam

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

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...

HOTSPOT You need to meet the automatic case creation requirements. 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/automatically-create-case-from-email https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/

DRAG DROP You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m. You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified. You need to enable...

HOTSPOT You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is...

DRAG DROP You are a Dynamics 365 for Customer Service administrator. You must track time against enhanced service-level agreements (SLAs). You need to add a timer. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and...

Topic 1, Humongous Insurance 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 your time...

DRAG DROP You need to set up users with permissions to use the digital messaging channels. Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You...

HOTSPOT A company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

DRAG DROP A customer uses Dynamics 365 for Customer Service. Customer service representatives must be able to create knowledge base articles. You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use. Which four actions must be performed in...