MB-230 Exam Dumps - Microsoft Dynamics 365 for Customer Service

A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.

The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.

You need to perform the configuration.

Which configuration should you use? To answer, select the appropriate configurations in the answer area.

NOTE: Each correct selection is worth one point.

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.

You need to enable entities for service-level agreements (SLAs).

For which entity can you enable SLAs?

A retailer uses Dynamics 365 Customer Service integrated with Microsoft Teams.

Agents must be able to easily chat with other contacts who have recent activities with the same customer as the agent. Agents also must be able to pin specific chats to channels directly from Customer Service.

You need to enable suggested contacts for cases.

Which configuration should you enable for each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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.

A company uses Dynamics 365 Customer Service.

Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.

You need to configure the required features.

What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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.

A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.

When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.

You need to implement a solution.

Solution: Navigate to the resolved case. Select Send Survey.

Does the solution meet the goal?

A company has a Customer Service deployment. The company plans to implement the following:

• Al suggestions for contacts in Teams.

• Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users.

Solution: The users that are in the Teams channel.

Does the solution meet the goal?

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?