MB-230 Exam Questions
349 real MB-230 exam questions with expert-verified answers and explanations. Page 6 of 7.
- Question #316implement routing
Drag and Drop Question An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented. Customer service representatives (CSRs) are unable to keep...
queue creationpublic vs private queueservice managementemail queue - Question #319implement scheduling
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 th...
schedulingresource schedulingwork hour blocksservice activities - Question #320implement scheduling
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 th...
schedulingresource schedulingwork hour blocksservice activities - Question #321implement scheduling
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 th...
schedulingresource schedulingwork hour blocksservice activities - Question #322implement scheduling
You are a customer service schedule administrator. A customer has a custom entity that requires its own schedule board. You need to create the schedule board. You configure the cus...
schedule boardcustom entity schedulingbooking metadataresource scheduling parameters - Question #323implement scheduling
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 th...
schedulingresource schedulingwork hour blocksservice activities - Question #324implement scheduling
A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians. The company is implementing scheduling. The company must en...
resource typesequipment resourcecontact resourcescheduling resources - Question #326implement scheduling
Drag and Drop Question You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely. You need to set the resourc...
resource configurationremote resourceresource addressuser resource record - Question #328manage analytics, visualizations, and insights
Your company uses Dynamics 365 Customer Service. You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the sa...
survey branchingCustomer Voiceconditional logicdissatisfied response - Question #329implement multi-session experiences for Customer Service
You are implementing Omnichannel for Customer Service for a company. The company wants agents to serve customers through both the company's portal and Facebook page. You need to en...
Omnichannel channelsChat channelFacebook channeldigital messaging - Question #330implement routing
You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels. You receive the following...
unified routingOmnichannel deploymententity queuesrouting provisioning - Question #331Configure representative experience and routing
You are customizing an Omnichannel for Customer Service implementation. A call center wants to enable a chat channel for unauthenticated chats with the following requirements: - Ch...
chat channelunauthenticated chatproactive chatwidget location - Question #332Configure representative experience and routing
A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service. Installation technicians call support te...
agent scriptsknowledge documentationsupport technicianstep-by-step guide - Question #333implement routing
You are customizing an Omnichannel for Customer Service implementation. You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, cu...
Power Virtual Agentsbot escalationcontext variablesOmnichannel queue - Question #334implement routing
A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are: - Live chat must be available through Omnichannel for cases only. - High-pr...
workstreamrouting ruleslive chatcase priority routing - Question #335implement Microsoft Power Platform
A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. The company has offices in Africa and South America. You...
Power Virtual Agentsgeography deploymentOmnichannel integrationregional availability - Question #336manage analytics, visualizations, and insights
You are implementing Omnichannel for Customer Service. The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the superviso...
supervisor dashboardintraday KPIPower BI Proanalytics customization - Question #337Configure representative experience and routing
A company has used Dynamics 365 Customer Service with Omni channel for more than a year. The company has experienced several product recalls over the last three months. Customer ag...
agent scriptsproductivity panelstandardized responsesproductivity tools - Question #338implement routing
You are implementing Omnichannel for Customer Service for a company. The company has the following requirements: - Initial conversations must be assigned to Power Virtual Agents ch...
chatbot capacityagent capacityqueue managementPower Virtual Agents routing - Question #339implement routing
Drag and Drop Question 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...
SMS channelworkstream configurationchannel setupOmnichannel - Question #341Configure representative experience and routing
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 Assistproductivity automation - Question #343implement routing
Drag and Drop Question A company is using Omnichannel for Customer Service. You add a live chat button to your company's website for existing customers. Requests for chats are hand...
live chatagent affinityworkstreamrouting rules sequence - Question #344implement routing
Drag and Drop Question You are an Omnichannel administrator for a company. The company is implementing a chat channel. You need to route all chats relating to work orders to the fi...
chat routingworkstreamfield service queuerouting rules - Question #347implement routing
Drag and Drop Question You are using Omnichannel for Customer Service. You need to configure Power Virtual Agents to route calls to a live representative when cases come into Dynam...
Power Virtual Agentsbot-to-human escalationworkstreamrouting rules - Question #348Configure representative experience and routing
Drag and Drop Question A company uses Dynamics 365 Customer Service and Microsoft Teams. A project requires the creation of an automated tool to provide recommendations when addres...
Smart Assistchatbot configurationMicrosoft TeamsAzure web app - Question #350manage analytics, visualizations, and insights
A company is implementing Customer Service Insights. Users need to understand customer data in more detail. You need to complete the initial configuration of the workspaces. Which...
Customer Service Insightsworkspace configurationPower BICDS environment - Question #353manage analytics, visualizations, and insights
Drag and Drop Question A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing. Users must be able to navigate to the charts...
Power BI integrationCustomer Service workspacesitemap customizationmaker portal - Question #355implement multi-session experiences for Customer Service
You are a customer service representative for a company that uses Dynamics 365 Customer Service. When customer service representatives find records that meet specific criteria, the...
session templatesapplication tab templatesCustomer Service workspacemulti-session navigation - Question #356implement Connected Customer Service
You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an IoT sensor with LTE cap...
Connected Customer ServiceIoT Centralwork order generationcustomer account - Question #357implement Connected Customer Service
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Service (IoT) add-in to its environmen...
Connected Customer ServiceIoT HubIoT Centraldevice registration - Question #358implement Connected Customer Service
A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries. You configure Connecte...
Connected Customer ServiceIoT Centralwork orderscase creation - Question #359implement multi-session experiences for Customer Service
A company uses Dynamics 365 Customer Service. Customer Service workspaces must have custom navigation that meets the following requirements: - An application must be opened as an a...
session templatesapplication tab templatesCustomer Service workspaceApp Profile Manager - Question #360implement Connected Customer Service
Drag and Drop Question You create an IoT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience. You need to configure the application. W...
IoT Centraldevice templatesdevice groupsrules - Question #363implement Microsoft Power Platform
A company uses Dynamics 365 Customer Service. Managers state that support representatives can view contact social security numbers when the representatives open contact records. Su...
field-level securitydata privacycolumn securityPower Platform - Question #364implement Microsoft Power Platform
You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No. The main account form must hav...
business rulesform configurationconditional visibilityDataverse - Question #365implement Microsoft Power Platform
A company uses Dynamics 365 Customer Service. A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be abl...
security rolesEnvironment Makerleast privilegePower Platform - Question #366implement Microsoft Power Platform
A company uses Dynamics 365 Customer Service. Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company...
Timeline controlQuick view controlmodel-driven appform configuration - Question #367Configure representative experience and routing
You are customizing a Dynamics 365 Customer Service implementation for a company. The company's support center wants to open a chat channel in a Power Apps portal for their partner...
chat widgetPower Apps portalworkstreamomnichannel - Question #368implement Microsoft Power Platform
A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle. A user tries to create a pers...
table relationshipsDataversecustom tablesviews - Question #370Configure representative experience and routing
Drag and Drop Question A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration. The chatbot does not escalate calls to agents....
chatbot escalationomnichannel configurationvoice workstreamqueue setup - Question #371implement Microsoft Power Platform
Drag and Drop Question A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment. An ad...
portal environmentsDataverse starter portalblank portalenvironment planning - Question #372manage analytics, visualizations, and insights
Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...
survey question typesCustomer Voiceportal environmentsenvironment planning - Question #373manage analytics, visualizations, and insights
Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...
survey question typesNet Promoter Scorebranching logicCustomer Voice - Question #376Configure representative experience and routing
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...
omnichannel rolesagent permissionssupervisor roledigital messaging - Question #377implement multi-session experiences for Customer Service
Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...
session templatesworkspace tabemail templatesCustomer Service workspace - Question #379implement routing
Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...
workstreamschat configurationomnichannel routingpersistent chat - Question #380manage 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...
Customer Service Insightsdashboardsanalytics setupOmnichannel Insights - Question #381manage analytics, visualizations, and insights
Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...
sentiment analysissupervisor monitoringlive chatomnichannel - Question #382Configure representative experience and routing
Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...
chatbot configurationcontext variablesCopilot Studioescalation to agent - Question #383implement routing
Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coff...
chatbot integrationworkstream configurationOmnichannel routingqueue management