MB-230 exam

HOTSPOT You are a Dynamics 365 for 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. View AnswerAnswer:

HOTSPOT A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

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...

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...

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents. You need to set up an entitlement template for the standard support. What should you configure?A ....

You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Create a case from email.B . Define an SLA and entitlements and set entitlement values for...

DRAG DROP You need to create the dashboards. Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type may be used once, more than once, or not at all. You may need to drag the split bar between panes or...

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

You need to create the queue for cases. What type of queue should you create?A . TeamsB . PublicC . ProductD . PrivateE . ServiceView AnswerAnswer: D Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record. You need to enable on-demand SLAs. What should you do?A . Configure the scope of the workflowB . Publish the on-demand SLAC . Activate the SLAD . Request an administrator to add the SLA field...