Free Microsoft MB-230 Practice Exam with Questions & Answers | Set: 2

You need to configure the system to notify managers about unhappy patients.

What should you do?

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

You need to configure the SMS workstream for the agents, what should you do?

You need to resolve the live chat routing issue for Agent2.

Which three actions can you perform? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

You need to resolve the issues with the French-translated article.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

You need to recommend how to configure the FAQ website Knowledge Search.

Which five actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.

The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.

The call center is closed on New Year ' s Day and the day after New Year ' s. New Year ' s Day is on a Thursday this year.

The company calls for support on the Tuesday before New Year ' s Day at 8:00 a.m.

You need to determine the call center ' s deadline for the SLA.

When will the call center miss their SLA?

You ate creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service. The bot must support voice and chat capabilities. The bot must also meet the following requirements:

• When a user starts the conversation, the bot should ask if they need help with installation or support.

• The user must be able to talk to a live person when requested.

You need to configure the bot.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

A company enables custom context variables on a chat widget.

Users report that the context variables are not being populated on new chats.

You need to troubleshoot the issue by querying the event listeners.

Which listener is required to be running?

You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

You need to determine why the node is inactive.

What should you use?