MB-230 Exam Dumps – Our Features

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.

• Create a case from email.
• Define an SLA and entitlements and set entitlement values for case numbers.
• Configure a status reason transition.
• Create a case routing rule.
• Automatically create or update records.

You set a default entitlement for a customer.You need to ensure that the default entitlement is automatically associated with a case.What are two possible ways to achieve this goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

• Create a case.
• Update the customer, contact, or product field on an existing case.
• Update the description field on an existing case.
• Add an activity to an existing case.

You are creating a survey using Voice of the Customer.You need to embed the survey into a website and make it available to your customer.What should you do?

• Create the website. Add the URL to the Dynamics 365 site in your website.
• Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
• Create a webpage on the website. Add the URL to link the Voice of the Customer
• Create an iFrame URL. Copy the HTML code to an iFrame in your website.
• Add the iFrame URL to your website.

You need to add SLA timers to the Case form.Which two options should you configure? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Create Quick View Form in SLA KPI Instance entity.
• Create SLA KPI Instance entity.
• Create field in case entity with lookup to SLA KPI Instance.
• Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.
• Insert subgrid from the SLA KPI Instance entity into the Case Main form.

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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.You need to set up the queues to meet the following requirements:Users must have their own queues that no one else can access.Users must not be able to view each other's queue.Users must be able to work from the support queue.Solution:Set up each user queue to be private.Set up level1 and level2 queues to be private and add applicable members.Set up the support queue to be public.Does the solution meet the goal?

• Yes
• No

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case.You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.What should you do?

• Create a many-to-many relationship and update the data mapping.
• Use a business rule.
• Update the attributes that the child case will inherit from the parent case.
• Create a routing rule.

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?

• Create a new template with the dates and terms. Activate the template.
• Delete the old entitlement. Create a new entitlement template.
• Add the new end date to the current entitlement and set new terms. Activate the entitlement.
• Make a copy of the old entitlement. Activate the copy.
• In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

A company is implementing Omnichannel for Customer Service.The company separates agents into teams for billing, new product inquiries, support, and warranty. The newproduct team currently handles text messages, emails, and live chats from the company website.The company plans to release a new product. Before the new product launch, the company wants to add theability to manage conversations coming in from Facebook and Twitter.You need to configure the system with the least amount of effort.What should you do?

• Create a new resource characteristic.
• Create a routing rule.
• Create a new work stream for each channel.
• Add the new channel to the existing work stream.

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.A company uses Dynamics 365 Customer Service Hub.Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.A customer service representative is not able to perform a relevance search for emails.You need to ensure that the customer service representative can perform relevance searches for email addresses.Solution: Enable smart matching.Does the solution meet the goal?

• Yes
• No

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.You need to configure the system.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Install the Productivity Tools app from AppSource.
• Enable the productivity pane.
• Create a macro.
• Create an agent script.