Buy Latest Feb 09, 2024 MB-230 Exam Q&A PDF – One Year Free Update [Q121-Q137]

Q121. You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q122. A company uses Dynamics 365 Customer Voice.
The company requires the following for a survey:
* The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.
* If a survey satisfaction score is negative, an activity must be created for the salesperson.
You need to configure the survey.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Q123. Hotspot Question
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

Q124. You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q125. You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Q126. A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q127. You are customizing an Omnichannel for Customer Service implementation for a call center.
The call center manager wants to create a new quick response for agents to save time typing a greeting message.
You need to create a quick response that includes a customer’s full name.
How should you create the quick response?

Q128. 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.

Q129. You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Q130. You need to search for answers to customer claims.
Which type of search should you perform?

Q131. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a fulfillment record and set the interval to one hour.
Does the solution meet the goal?

Q132. You have two sites.
You need to ensure that all of the resources for a scheduling activity are from the same site.
What should you use?

Q133. You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Q134. You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Q135. You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Q136. You need to create an entitlement template. In System Settings, you navigate to Service Management.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q137. Drag and Drop Question
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.