MB-230 Question #203: Real Exam Question with Answer & Explanation

The correct answer is B. Set the Communication panel mode to Docked. E. Use the Case entity session template.. Dynamics 365 Customer Service, Manage session templates A session template is a combination of attributes and application tab information that can be B: Communication panel mode Select the default mode of the panel when a session is started. Choose one of the following: Docked: T

Question

A company uses Dynamics 365 Customer Service. Customer service representatives note that when they use customer workspaces to work on cases, they are unable to communicate with customers. You need to resolve the issue. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Options

ACreate a session template.
BSet the Communication panel mode to Docked.
CSet the Communication panel mode to Minimized.
DUse the Chat session template.
EUse the Case entity session template.

Explanation

Dynamics 365 Customer Service, Manage session templates A session template is a combination of attributes and application tab information that can be B: Communication panel mode Select the default mode of the panel when a session is started. Choose one of the following: Docked: The panel will be in expanded mode. Minimized: The panel will be in minimized mode. Hidden: The panel will be hidden. Note: For an entity routing session-that is, for a case session-the communication panel mode is E: You can create session templates in Customer Service admin center or use the out-of-the-box templates. In your environment, as an administrator, you can create multiple session templates. The out-of-the-box session template for using in Customer Service workspace is Case entity session - default template. Note: In the Customer Service workspace app, when an agent accepts an incoming conversation request from a customer, a session is started. The system opens the Active Conversation application that you (an administrator) defined as an Anchor Tab in the application tab panel. The Anchor Tab can't be closed. Simultaneously, the system expands the communication panel for you to exchange messages with the customer. Session templates are used to define the aforementioned session experience, such as: which application must be opened as an anchor tab in the application tab panel; what are the additional application tabs that must be opened when a session is started; what must be the default mode of the communication panel when a session is started. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/session-templates

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