MB-230 Online Practice Questions and Answers
You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.
You include the Tagging feature in the design.
Does the action achieve your objective?
A. Yes, it does
B. No, it does not
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 answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
A. Yes
B. No
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
A. Reassign the case
B. Reactivate the case
C. Clone the case
D. Change the status reason to In Progress
A company uses Omnichannel for Customer Service.
The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.
You need to set up the prerequisites for the Power Virtual Agents.
Which three technologies should you set up? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Work stream
B. Queues
C. Azure Application ID
D. Chat widget
E. Chatbot
You are describing Power Virtual Agents to executives at a company.
The executives want to know which features are available out of the box.
You need to describe these features.
Which three features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Monitor bot conversations in real time.
B. Assign cases to specific users.
C. Escalate to a live person.
D. Use bots in post-chat surveys through routing rules.
E. Display a view of customer cases to users.
HOTSPOT
You must set up the following:
1.
A work stream must be configured to use Twitter.
2.
The cases must automatically go to the next available sales representative.
3.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
HOTSPOT
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
HOTSPOT
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
DRAG DROP
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? 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.
Select and Place:
DRAG DROP
A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature. Supervisors need to review reports to see how the representatives are performing on the following metrics:
1.
Percentage of calls that are answered within 30 seconds in the previous four hours.
2.
Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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.
Select and Place:
