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MB-230 – Microsoft Dynamics 365 Customer Service Functional Consultant

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Showing 4–6 of 15 questions

Question 4 (Mixed Questions)

HOTSPOT

A company is evaluating Dynamics 365 Customer Service Insights.

The company decides to use the sample data environment to expedite the evaluation process.

You need to recommend a dashboard.

Which dashboard should you recommend? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Answer is in the explanation below.

Question 5 (New Update)

You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

Which two components should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Select all that apply, then click Submit answer.

  • ○

    Create a work item trigger
  • ○

    Turn on Agent Affinity
  • ○

    Create a Parent Child attribute
  • ○

    Create a routing rule
  • ○

    Turn on a custom listener
Question 6 (New Update)

A customer’s entitlement is not available to assign to a case.

You need to determine the cause of the customer’s issue.

What are two possible reasons for the issue? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Select all that apply, then click Submit answer.

  • ○

    The entitlement is active

  • ○

    The entitlement is in waiting status

  • ○

    The entitlement is expired

  • ○

    The entitlement was renewed

  • ○

    The entitlement is set as the default