MB-230 Exam Dumps - Microsoft Dynamics 365 for Customer Service Functional Consultant Associate Questions and Answers

You are customizing an Omnichannel for Customer Service implementation.

You need to configure the escalation process to a human agent.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

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.

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?

You are a Dynamics 365 Customer Service administrator.

You must track issues submitted by customers.

You need to configure case settings for the Service Management module.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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.

You need to configure the SMS workstream.

What should you use?

You are implementing a new channel within Omnichannel.

You need to enable an SMS channel.

On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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.

You need to select the steps to create a new macro that will automate opening a new case creation form.

Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

You need to identify the productivity tools to use for the agents.

Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.