Master the Microsoft MB-230 Exam: Essential Study Tips and Strategies

You need to determine the type of queues to create.

How should access to the queues be configured? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

You ate creating agent scripts in Dynamics 365 Customer Service. You must add the following steps to the scripts:

1. Use the greeting; Welcome to the company, how may we serve you today?

2. Send details about a customer's account to the customer with one selection.

3. Open another set of steps to follow.

You need to configure the type of steps that are needed.

Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

You are customizing an Omnichannel for Customer Service implementation for a call center.

The call center manager wants to create a new quick response for agents to save time typing a greeting message.

You need to create a quick response that includes a customer’s full name.

How should you create the quick response?

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

A company manufactures installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.

Installation technicians call support technicians when they encounter issues during system installations.

You must create step-by-step documentation for the support technicians.

Which two fields must you include? Each correct answer presents part of the solution.

NOTE: Each coned selection is worth one point.

A company uses Customer Service.

The company plans to enable a customer service agent in Omnichannel.

You need to identify the security roles that are required for the bot user.

What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.

You need to enable entities for service-level agreements (SLAs).

For which entity can you enable SLAs?

You are creating surveys for Voice of the Customer (VoC).

You need to configure VoC to ensure that recipients can unsubscribe to surveys.

Which two survey features should you use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

You are implementing Omnichannel for Customer Service for a call center.

The call center’s requirements for the implementation are as follows:

When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.

The Customer Summary tab must be the primary tab during the conversation.

Agents must be able to close the New Case form tab.

Agents must not be able to close the Customer Summary tab.

You need to configure the tabs.

Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.

A browser-based internal application Drawees, a history of a customer's payments and credit scores, Vou create an application tab template for the internal application.

if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.

Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.

Once an eligibility check is performed the agent must be able To- chat with the customer again.

You need to create a session template for the company.

How should you configure each area at the template? To answer., select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.