MB-230 Exam Questions
349 real MB-230 exam questions with expert-verified answers and explanations. Page 4 of 7.
- Question #186manage cases and Knowledge Management
A company uses Dynamics 365 Customer Service. French is the primary language for all Knowledge articles. Each Knowledge article typically contains more than 10,000 characters. Prob...
AI suggestionsknowledge articlecharacter limitarticle keywords - Question #187Manage cases in Customer Service
Drag and Drop Question A company uses Dynamics 365 Customer Service. When resolving a case, agents must enter the actions taken. You need to customize the case resolution form so t...
case resolution formform customizationcustomizable dialogcase settings - Question #188Extend Customer Service
A company uses Dynamics 365 Customer Service. The company requires the capabilities of Ask a Question in Copilot in Dynamics 365 Customer Service. The company has many support arti...
CopilotAsk a Questionautomated filterknowledge article access - Question #189Extend Customer Service
Drag and Drop Question A company uses Dynamics 365 Customer Service. An administrator is configuring Copilot to help with knowledge search. Agents must be able to display Knowledge...
Copilotknowledge searchagent filtersautomated filters - Question #192implement scheduling
Drag and Drop Question You are configuring URS functionality for a company to manage resource scheduling. The configuration must include the following setup: - Set availability for...
Universal Resource Schedulingbookable resource calendarbusiness closureresource availability - Question #193implement scheduling
A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that...
Universal Resource Schedulingcustom tablesResource Scheduling applicationtable enablement - Question #194implement scheduling
A regional healthcare provider is implementing Dynamics 365 Customer Service to manage its appointment scheduling across clinics in multiple locations. Each clinic has its own medi...
service schedulingwork hoursbusiness closuresmulti-location resource management - Question #195implement multi-session experiences for Customer Service
Drag and Drop Question You are setting up Omnichannel for Customer Service. You need to automate the following tasks to make it easier and quicker for representatives to assist cus...
macrosagent scriptssmart assistOmnichannel automation - Question #196implement multi-session experiences for Customer Service
A company has a Customer Service deployment. The company plans to implement macros. You need to create and configure a macro. Which connector should you use?
macrosSession connectormacro configurationOmnichannel - Question #197implement multi-session experiences for Customer Service
A company has a Customer Service deployment. The company plans to implement macros. You need to create and configure a macro. Which connector should you use?
macrosOmnichannel connectorproductivity paneagent configuration - Question #199implement multi-session experiences for Customer Service
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 q...
AI suggestionsTeams integrationknowledge baseCopilot - Question #200implement multi-session experiences for Customer Service
Drag and Drop Question A company is implementing Dynamics 365 Customer Service for its contact center. The implementation must meet the following requirements: - Use artificial int...
smart assistmacrosproductivity panesimilar cases - Question #201implement multi-session experiences for Customer Service
Drag and Drop Question A company uses Dynamics 365 Customer Service. The administrator enables in-app notifications. Agents observe notifications in the app but are unsure which be...
in-app notificationsmissed notificationrejected work notificationagent behavior - Question #202implement multi-session experiences for Customer Service
A company uses Dynamics 365 Customer Service. The company plans to enable in-app notifications to improve agent productivity. Agents must be notified 15 minutes prior to any schedu...
in-app notificationstoast notificationsnotification typesagent productivity - Question #203implement multi-session experiences for Customer Service
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 cus...
customer workspacecommunication panelsession templateCase entity session template - Question #204implement multi-session experiences for Customer Service
You are implementing Dynamics 365 Customer Service for an IT helpdesk. Support agents regularly use Microsoft Teams when chatting and collaborating with external customers. You nee...
Teams integrationAI suggestions for contactsMicrosoft Teamsagent productivity - Question #205implement multi-session experiences for Customer Service
A company has used Dynamics 365 Customer Service with Omnichannel for more than a year. The company has experienced several product recalls over the last three months. Customer age...
agent scriptsproductivity panestandardized responsesOmnichannel - Question #206implement multi-session experiences for Customer Service
You are assisting a retail company that runs Dynamics 365 Customer Service. A junior support agent has a chat session open with a customer. The agent attempts several steps to reso...
conversation summaryCopilotchat transfersupervisor context - Question #207Extend Customer Service
A company is implementing a customized app that will automatically route cases. You need to determine the correct URL to connect to the app location in the cloud. Which URL format...
org URL formatapp navigationenvironment connectionDynamics 365 URL - Question #208manage entitlements and SLAs
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days. The call center regular hours are Monday through Frida...
SLA calculationbusiness hoursholiday scheduleSLA deadline - Question #209implement scheduling
A fitness company has several locations. The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers. Customers report the...
work hoursresource locationCustomer Service Calendarscheduling configuration - Question #210manage entitlements and SLAs
A company closes the business each year for nine business days. You need to configure the system to reflect the business closure while minimizing the number of records that you mus...
business closureholiday schedulecalendar recordsrecord minimization - Question #211implement routing
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...
Power Virtual Agentsbot escalationhuman agent transferOmnichannel routing - Question #212manage analytics, visualizations, and insights
A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard. You need to advise the customer on how to display the d...
Customer Service Insightsdata integrationthird-party dataCommon Data Service - Question #215Manage cases in Customer Service
Drag and Drop Question You are configuring Dynamics 365 Customer Service. Child cases must inherit the customer name and contact from the parent case when opened. You need to confi...
parent-child casescase inheritanceService Managementcase field settings - Question #220implement scheduling
Case Study 2 - Lamna Healthcare Background Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only an...
scheduling servicesappointment typesservice entityresource scheduling - Question #221manage analytics, visualizations, and insights
Case Study 2 - Lamna Healthcare Background Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only an...
Agent Insightsdashboardperformance analyticsreporting - Question #222implement scheduling
Case Study 2 - Lamna Healthcare Background Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only an...
security rolesviewer roleaccess controlscheduling permissions - Question #223manage cases and Knowledge Management
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
relevance searchknowledge base searchsearch configurationcustom entities - Question #226manage cases and Knowledge Management
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
Knowledge Base Searchknowledge managementcase entityform configuration - Question #227manage entitlements and SLAs
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
SLA KPI InstanceQuick View Formcase formsubgrid - Question #229manage entitlements and SLAs
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
entitlement templateentitlement channelstotal termsservice management - Question #230Manage cases in Customer Service
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
queue typesprivate queueaccess controlteam membership - Question #231manage entitlements and SLAs
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
SLA failure actionSLA configurationemail notificationKPI - Question #232manage entitlements and SLAs
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
Enhanced SLASLA typeon-holdcase timer - Question #233manage analytics, visualizations, and insights
Case Study 3 - The Phone Company Overview The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service...
dashboard typesmulti-stream dashboardsingle-stream dashboardcase analytics - Question #235Manage cases in Customer Service
You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows: A case for a new customer follows a di...
business process flowbranchingcase managementworkflow - Question #236Manage cases in Customer Service
Drag and Drop Question You are a Dynamics 365 administrator. You want to set up a child/parent relationship for cases so that the child case inherits different fields from the pare...
parent-child casescase inheritanceservice managementcase configuration - Question #237Manage cases in Customer Service
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 q...
relevance searchqueue searchCustomer Service Hubsearch configuration - Question #238Manage cases in Customer Service
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 q...
relevance searchquick findCustomer Service Hubsearch configuration - Question #239Manage cases in Customer Service
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 q...
relevance searchsearch fieldsCustomer Service Hubsearch configuration - Question #240manage entitlements and SLAs
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 an...
entitlement statusentitlement lifecyclewaiting statusexpired entitlement - Question #241implement routing
Drag and Drop Question You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInq...
routing rule setqueue assignmentrule itemscase routing - Question #242Manage cases in Customer Service
Drag and Drop Question A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API. The...
case duplicationsimultaneous case creationcase assignmentqueue management - Question #243implement routing
Drag and Drop Question You are a Dynamics 365 Customer Service administrator. You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation...
custom entityqueue configurationautomatic routingowner default queue - Question #244manage entitlements and SLAs
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). F...
SLA entity enablementaccount entitySLA configurationeligible entities - Question #245manage entitlements and SLAs
A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years. You need to set up support entitlement...
entitlement attributestotal termsentitlement enforcementend date - Question #246manage entitlements and SLAs
You are using Dynamics 365 Customer Service. You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company. What...
entitlement channelssupport channelsemail supportphone support - Question #247manage entitlements and SLAs
You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You n...
SLA on demandmanual SLA assignmentbusiness logicSLA enforcement - Question #248implement scheduling
Drag and Drop Question A company implements Dynamics 365 Customer Service. You are setting up scheduling to dispatch repair technicians. You encounter the following issues: - You a...
organizational unitsbusiness closuresworking hoursresource scheduling