[Q90-Q113] Use the best ways of preparing for MB-230 Exam Dumps with ExamcollectionPass Microsoft MB-230 PDF Dumps [2023]

QUESTION 90
Which two statements regarding case routing are true? Each correct answer presents a complete solution.

You can add a maximum of five routing rule items to a routing rule set

A workflow is automatically created for each routing rule.

A maximum of three routing rule sets can be active at the same time.

You can route or assign a case to a user, queue, or team.

QUESTION 91
Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.

Cancel Case

Send Email

Assign to User/Team

Route to Queue

QUESTION 92
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

VoC – Process Survey Response

VoC – Close Survey Activity

VoC – Process NPS Response

VoC – Process Face Response

QUESTION 93
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each casestatus? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.

QUESTION 94
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

QUESTION 95
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product 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 the ability 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.

QUESTION 96
Which of the following capabilities is only available when using enhanced SLAs?

pause an SLA

use security roles to control SLA creation

track Key Performance Indicators (KPIs)

define failure actions

QUESTION 97
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

SLA with 24 hours as the failure time and no warning

SLA with 6 hours as the failure time and a one-hour warning

SLA with 6 hours as the failure time and no warning

SLA with one hour as the failure time and no warning

SLA with 24 hours as the failure time and a two-hour warning

QUESTION 98
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

QUESTION 99
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 questions from Dynamics 365.

Create an iFrame URL.
Copy the HTML code to an iFrame in your website.

Add the iFrame URL to your website.

QUESTION 100
Hotspot Question
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
– The system must automatically ask questions before the chat begins.
– Credit card information that a customer enters in a chat must not be
visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

QUESTION 101
You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.
Users report that emails are no longer being converted to cases.
What is the possible cause?

The Dynamics Flow process is not running.

Your user ID does not have permission to run the process effectively.

The workflow process has been deactivated.

The solution has not been published.

QUESTION 102
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer,select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

QUESTION 103
You are creating a new survey with the Voice of the Customer Survey designer.
Which two statements regarding the Voice of the Customer Survey designer are true? Each correct answer presents a complete solution.

The Complete page must always display last.

The Welcome page must always display first.

Surveys can have up to three pages.

Surveys can contain unlimited questions.

QUESTION 104
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company’s Azure Active Directory.
You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.
Create a website for external customers to open support tickets and see the status of open issues.
Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

QUESTION 105
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

Configure service level agreements to be on hold until a call can be made to the customer.

Create an automatic record creation and update rule.
Set the source type to email.
Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule.
Set the source type to service activity.
Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule.
Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

QUESTION 106
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?

Answer tag

Response routing

Piping

List of ratings

Basic

QUESTION 107
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.

QUESTION 108
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
Show the number of open cases assigned to you for each customer.
Ensure that specific team members can view the chart and view any changes as you update the chart.
Which options should you use? To answer, select the appropriate options in the answer are a.
NOTE: Each correct selection is worth one point.

QUESTION 109
A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product 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 the ability 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.

QUESTION 110
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 public.
– Set up level1 and level2 queues to be public and add applicable members.
– Set up the support queue to be public.
Does the solution meet the goal?

Yes

No

QUESTION 111
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: Configure interactive experience global filter.
Does the solution meet the goal?

Yes

No

QUESTION 112
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
Email only
Phone only
Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
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 one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.

Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

QUESTION 113
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

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